From rt-users at mjch.net Mon Aug 1 00:13:10 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Mon, 01 Aug 2005 14:13:10 +1000 Subject: [rt-users] custom scrips? In-Reply-To: <42EA7E69.9020605@blast.com> References: <20050729060834.GY8587@sci.monash.edu.au> <42EA7E69.9020605@blast.com> Message-ID: <20050801041310.GT8587@sci.monash.edu.au> On Fri, Jul 29, 2005 at 03:07:21PM -0400, Anne Ramey wrote: |I have one that does something like that. This is the part that sets |the actor. I specify it by an email addr. aaah ... that was exactly what I was after ... thanks ... :) -- Malcolm Herbert Computer Support Officer School of Geosciences Monash University ph 9905 4881 From olivier.horec at gmail.com Mon Aug 1 05:13:47 2005 From: olivier.horec at gmail.com (Olivier Horec) Date: Mon, 1 Aug 2005 11:13:47 +0200 Subject: [PATCH] Searches like Created = 'YYYY-MM-DD'(was: [rt-users] Query Problem) In-Reply-To: <589c9440050730134959538190@mail.gmail.com> References: <34f141b805072805495ffa8927@mail.gmail.com> <589c9440050728055338fb0708@mail.gmail.com> <34f141b805072807051b3296cd@mail.gmail.com> <589c9440050730134959538190@mail.gmail.com> Message-ID: <34f141b8050801021336cd35fb@mail.gmail.com> Hi Ruslan, Thanks for your help I applied this patch and it solves my problem : it was just a problem with the GMT+4 timezone. I applied the pacth "Searches by Owner's fields" about the first problem and it was successful too ! Thanks again, Olivier 2005/7/30, Ruslan Zakirov : > Ok, here what we get: > * I enter '2005-07-30' in search box > * Time::ParseDate converts it to '2005-07-29 20:00' because of GMT+4 timezone > * Then constuct search with interval ['2005-07-29 00:00'; '2005-07-29 23:59'] > > I think if we play only with dates then we should ignore timezone, so > I propose attached patch. > > Olivier, could you confirm that patch fixes your problem? > > On 7/28/05, Olivier Horec wrote: > > I had a look at the SQL queries about the date problem. > > > > In fact, when I search with a query like : Created = '2005-07-19', > > I find this in the SQL log : > > ( ( (main.Created >= '2005-07-18 00:00')AND(main.Created <= > > '2005-07-18 23:59') ) ) > > > > Has anyone an idea ? > > > > Olivier > > > > 2005/7/28, Ruslan Zakirov : > > > On 7/28/05, Olivier Horec wrote: > > > > Hi, > > > > > > [snip] > > > > > The second problem is when you search tickets with dates : you get the > > > > tickets one day before the query. > > > > > > > > Has anyone tried to solve the problem or can anyone give me some ideas > > > > to help me to solve it. > > > > > > > > Thanks in advance > > > > > > > > Olivier > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > > > > > > -- > > > Best regards, Ruslan. > > > > > > > > -- > Best regards, Ruslan. > > > From i.norton at lancaster.ac.uk Mon Aug 1 05:15:14 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 1 Aug 2005 10:15:14 +0100 Subject: [rt-users] RE: [rt-users] Queue address that does not send an auto reply? Message-ID: <7F332A8009EE5D4CB62C87717A3498A10EAEE512@exchange-be1.lancs.ac.uk> Hi Randy, As with most problems in RT, there is more than one way to do what you want. Check the wiki instructions for creating a custom condition: http://wiki.bestpractical.com/index.cgi?WriteCustomCondition Search the page for "Postmaster" and you'll see it. That's great where you only have one queue that you want to disable the autoreply on. We have several so I've taken this example and hacked it to more serve our needs: http://www.lancs.ac.uk/~norton/dev/rt/notes.html#20050504__multiple_queues_excluded_from_autoreply The other way, is as Angelo says to disable the global scrip and only put it on queues you want to autoreply. Depends if you have more that need one or the other really :) Hope that helps. Regards, Ian. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Angelo Turetta > Sent: 28 July 2005 19:58 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Queue address that does not send an > auto reply? > > Randy Millis (lists account) wrote: > > > Is there a way to get RT 3.0.3 or 3.4.2 to have a queue > address that > > does not send an auto reply to a user? I can't think of a > way off the > > top of my head to do this? > > The default autoreply is a global Scrip (that is, it applies > to all queues) > > You have to delete the global scrip and create it as a queue > scrip only in those queues where you need it. > > Angelo Turetta > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Srinivas.Balan at Sierraatlantic.com Mon Aug 1 07:47:57 2005 From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan) Date: Mon, 1 Aug 2005 04:47:57 -0700 Subject: [rt-users] You're almost there! Message-ID: <6F8DCE5A917BD611A0E0009027B6F905062B1377@ns.sierraopt.com> Hi, Followed the documentation of William Harrison http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide all went well but when I click at the url it says : You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you need commercial support, please contact us at sales at bestpractical.com. Looking for help regarding this.... Regards, Srinivas Balan "The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." From jody.steadman at eur.sas.com Mon Aug 1 08:00:52 2005 From: jody.steadman at eur.sas.com (Jody Steadman) Date: Mon, 01 Aug 2005 14:00:52 +0200 Subject: [rt-users] RT and ADS In-Reply-To: <42EB0CB5.5040108@hermesinfotech.com> References: <1122647305.6253.97.camel@schwein.eur.sas.com> <42EB0CB5.5040108@hermesinfotech.com> Message-ID: <1122897653.11314.48.camel@schwein.eur.sas.com> Hello, Thanks for the quick replies. They are a big help. Cheers, Jody On Sat, 2005-07-30 at 07:14 +0200, Patrick Morris wrote: > Yes. I've done it using external authentication and mod_auth_ldap. > > Jody Steadman wrote: > > >Greetings, > > > >Is it possible to use MS Active Directory for authentication in RT? > > > > > > From Srinivas.Balan at Sierraatlantic.com Mon Aug 1 09:32:13 2005 From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan) Date: Mon, 1 Aug 2005 06:32:13 -0700 Subject: [rt-users] Just installed RT its says You're almost there! - help Message-ID: <6F8DCE5A917BD611A0E0009027B6F905062B137B@ns.sierraopt.com> Hi All, I notice the following error in error_log path: /var/log/httpd [error] [client 69.96.182.16] script not found or unable to stat: /opt/rt3/bin/mason_handler.fcgiindex.html, referer: Followed the documentation of William Harrison http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide all went well but when I click at the url it says : You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. Looking for help regarding this.... Thanks in advance Regards, Srinivas Balan "The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com "The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." -------------- next part -------------- An HTML attachment was scrubbed... URL: From j.kelly at julien.ca Mon Aug 1 09:35:16 2005 From: j.kelly at julien.ca (Jonathan Kelly) Date: Mon, 1 Aug 2005 09:35:16 -0400 Subject: [rt-users] Re: Is RT conformal with ITIL or will it ever be? References: <42E0CCA4.7050405@biochem.mpg.de> Message-ID: "Ruben Schattevoy" wrote in message news:42E0CCA4.7050405 at biochem.mpg.de... > ...do plans exist to make the RT ticket system > conformal with ITIL framework? No plans are needed because everything is there already. We're using RT in an ITIL-like framework and have created queues for Incidents, Changes, Problems and Service Requests. We're also using the excellent Asset Tracker (http://atwiki.chaka.net/) module for RT that provides near textbook CMDB functionnality to RT. What more do you need? Cheers, Jonathan Kelly j.kelly at julien.ca From olivier.horec at gmail.com Mon Aug 1 10:05:57 2005 From: olivier.horec at gmail.com (Olivier Horec) Date: Mon, 1 Aug 2005 16:05:57 +0200 Subject: [PATCH] Searches like Created = 'YYYY-MM-DD'(was: [rt-users] Query Problem) In-Reply-To: <34f141b8050801021336cd35fb@mail.gmail.com> References: <34f141b805072805495ffa8927@mail.gmail.com> <589c9440050728055338fb0708@mail.gmail.com> <34f141b805072807051b3296cd@mail.gmail.com> <589c9440050730134959538190@mail.gmail.com> <34f141b8050801021336cd35fb@mail.gmail.com> Message-ID: <34f141b8050801070562c808e4@mail.gmail.com> Hi, I have made a few tests with the patch "Searches by Owner's fields". I have detected two problems. First, I can't search Ticketsw with the owner Id anymore (it was used to display your tickets on the "RT at a glance" page) When I make a search with "Owner = 'Nobody'", I get the Tickets contained in the "___Approvals" queue. (when I don't use "Owner = 'Nobody'", I don't get these tickets) Has anyone tried to install this patch ? Thanks in advance Olivier 2005/8/1, Olivier Horec : > Hi Ruslan, > > Thanks for your help > > I applied this patch and it solves my problem : it was just a problem > with the GMT+4 timezone. > > I applied the pacth "Searches by Owner's fields" about the first > problem and it was successful too ! > > Thanks again, > > Olivier > > 2005/7/30, Ruslan Zakirov : > > Ok, here what we get: > > * I enter '2005-07-30' in search box > > * Time::ParseDate converts it to '2005-07-29 20:00' because of GMT+4 timezone > > * Then constuct search with interval ['2005-07-29 00:00'; '2005-07-29 23:59'] > > > > I think if we play only with dates then we should ignore timezone, so > > I propose attached patch. > > > > Olivier, could you confirm that patch fixes your problem? > > > > On 7/28/05, Olivier Horec wrote: > > > I had a look at the SQL queries about the date problem. > > > > > > In fact, when I search with a query like : Created = '2005-07-19', > > > I find this in the SQL log : > > > ( ( (main.Created >= '2005-07-18 00:00')AND(main.Created <= > > > '2005-07-18 23:59') ) ) > > > > > > Has anyone an idea ? > > > > > > Olivier > > > > > > 2005/7/28, Ruslan Zakirov : > > > > On 7/28/05, Olivier Horec wrote: > > > > > Hi, > > > > > > > > > [snip] > > > > > > > The second problem is when you search tickets with dates : you get the > > > > > tickets one day before the query. > > > > > > > > > > Has anyone tried to solve the problem or can anyone give me some ideas > > > > > to help me to solve it. > > > > > > > > > > Thanks in advance > > > > > > > > > > Olivier > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > > > > > > > > > > -- > > > > Best regards, Ruslan. > > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > > > > From Chris.Covington at plusone.com Mon Aug 1 10:58:09 2005 From: Chris.Covington at plusone.com (Covington, Chris) Date: Mon, 1 Aug 2005 10:58:09 -0400 Subject: [rt-users] RT and ADS Message-ID: On Sat, 2005-07-30 at 07:14 +0200, Patrick Morris wrote: > Yes. I've done it using external authentication and mod_auth_ldap. We're doing it with the http://wiki.bestpractical.com/index.cgi?LdapOverlay LDAP Overlay add-on from justatheory.com. I'd like to see if anyone is able to do it and handle password expiration. Will mod_auth_ldap handle that? Chris From Bruce.Rudd at datadirect.com Mon Aug 1 12:10:43 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Mon, 1 Aug 2005 12:10:43 -0400 Subject: [rt-users] reply to mail sent from RT Message-ID: RT3 will send emails when a ticket is created however replying to that ticket fails. It seems that our main mail server does not know what to do with the email. I guess something needs to be configured in our mail server but I am not sure what. Can someone help me out in getting these emails back to RT3? Here is the failure reply I get From: System Administrator Sent: Monday, August 01, 2005 11:15 AM To: RT_CorrespondAddressNotSet at rt.my_server Subject : Undeliverable:RE: [my_server #12] AutoReply: test??? Your message did not reach some or all of the intended recipients. Subject: RE: [my_server #12] AutoReply: test??? Sent: 8/1/2005 11:15 AM The following recipient(s) could not be reached: RT_CorrespondAddressNotSet at rt.my_server on 8/1/2005 11:15 AM The message could not be delivered because the recipient's destination email system is unknown or invalid. Please check the address and try again, or contact your system administrator to verify connectivity to the email system of the recipient. < our.email.server #5.1.2 SMTP; 550 Host unknown> Regards, Bruce Rudd -------------- next part -------------- An HTML attachment was scrubbed... URL: From pjsm at fct.unl.pt Mon Aug 1 11:44:08 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Mon, 1 Aug 2005 16:44:08 +0100 (WEST) Subject: [rt-users] RT Wiki - Problems. In-Reply-To: References: Message-ID: Hi folks! I just found out that someone was kidding arround with the wiki, apparently arround Sat Jul 30 22:36:58 2005 GMT. I already tried to restore some of them from previous revisions (cut & paste) but it doesn't allow because there's too many URLs. Cheers, -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From tbeattie at boingo.com Mon Aug 1 12:38:15 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Mon, 01 Aug 2005 09:38:15 -0700 Subject: [rt-users] reply to mail sent from RT In-Reply-To: References: Message-ID: <1122914295.30985.3.camel@ernie.boingo.com> Look at what address it's trying to send to: RT_CorrespondAddressNotSet at rt.my_server. This suggests you haven't completely configured RT. Read /etc/RT_Config.pm for the list of configuration variables (and then override them in /etc/RT_SiteConfig.pm). -- Trevin Beattie On Mon, 2005-08-01 at 12:10 -0400, Bruce Rudd wrote: > RT3 will send emails when a ticket is created however replying to that > ticket fails. It seems that our main mail server does not know what > to do with the email. I guess something needs to be configured in our > mail server but I am not sure what. > > > > Can someone help me out in getting these emails back to RT3? > > > > Here is the failure reply I get > > > > From: System Administrator > Sent: Monday, August 01, 2005 11:15 AM > To: RT_CorrespondAddressNotSet at rt.my_server > Subject: Undeliverable:RE: [my_server #12] AutoReply: test??? > > > > Your message did not reach some or all of the intended recipients. > > > > Subject: RE: [my_server #12] AutoReply: test??? > > Sent: 8/1/2005 11:15 AM > > > > The following recipient(s) could not be reached: > > > > RT_CorrespondAddressNotSet at rt.my_server on 8/1/2005 11:15 AM > > The message could not be delivered because the recipient's > destination email system is unknown or invalid. Please check the > address and try again, or contact your system administrator to verify > connectivity to the email system of the recipient. > > < our.email.server #5.1.2 SMTP; 550 Host unknown> > > > > > > Regards, > Bruce Rudd > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From tbeattie at boingo.com Mon Aug 1 12:46:33 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Mon, 01 Aug 2005 09:46:33 -0700 Subject: [rt-users] You're almost there! In-Reply-To: <6F8DCE5A917BD611A0E0009027B6F905062B1377@ns.sierraopt.com> References: <6F8DCE5A917BD611A0E0009027B6F905062B1377@ns.sierraopt.com> Message-ID: <1122914793.30985.7.camel@ernie.boingo.com> Are you using Apache 2? If so, you may use the config file I wrote as a starting point when I was building an RPM of RT. See below: -------- cut -------- # Apache configuration section for RT3 # # If you are going to run rt3 in its own virtual domain, # uncomment the following and comment out the next section. # # # ServerName rt3.yourdomain.com # DocumentRoot /usr/rt3/html # AddDefaultCharset UTF-8 # # # This line applies to Apache2+mod_perl2 only # #PerlModule Apache2 Apache::compat # # PerlModule Apache::DBI # PerlRequire /usr/bin/webmux.pl # # # SetHandler perl-script # PerlHandler RT::Mason # # # # If you are going to install rt3 as a subdirectory of your domain # rather than the root of a virtual domain, comment out the above # and uncomment the following: # Alias /rt3 "/usr/rt3/html" PerlModule Apache::DBI PerlRequire /usr/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason # In addition, edit your /etc/rt3/RT_SiteConfig.pm file and change $WebPath to: # $WebPath = "/rt3"; -------- cut -------- -- Trevin Beattie On Mon, 2005-08-01 at 04:47 -0700, Srinivas Balan wrote: > Hi, > > Followed the documentation of William Harrison > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > all went well but when I click at the url it says : > You're almost there! > You haven't yet configured your webserver to run RT. You appear to have > installed RT's web interface correctly, but haven't yet configured your web > server to "run" the RT server which powers the web interface. The next step > is to edit your webserver's configuration file to instruct it to use RT's > mod_perl, fastcgi or speedycgi handler. If you need commercial support, > please contact us at sales at bestpractical.com. > Looking for help regarding this.... > > Regards, > Srinivas Balan > "The information contained in this message and the attachments (if any) may > be privileged and confidential and protected from disclosure. You are hereby > notified that any unauthorized use, dissemination, distribution or copying > of this communication, review, retransmission, or taking of any action based > upon this information, by persons or entities other than the intended > recipient, is strictly prohibited. If you are not the intended recipient or > an employee or agent responsible for delivering this message, and have > received this communication in error, please notify us immediately by > replying to the message and kindly delete the original message, attachments, > if any, and all its copies from your computer system. Thank you for your > cooperation." > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Mon Aug 1 12:49:44 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 01 Aug 2005 12:49:44 -0400 Subject: [rt-users] Just installed RT its says You're almost there! - help In-Reply-To: <6F8DCE5A917BD611A0E0009027B6F905062B137B@ns.sierraopt.com> References: <6F8DCE5A917BD611A0E0009027B6F905062B137B@ns.sierraopt.com> Message-ID: <42EE52A8.30206@ucrwcu.rwc.uc.edu> Your problem is stated rather clearly here: [error] [client 69.96.182.16] script not found or unable to stat: /opt/rt3/bin/mason_handler.fcgiindex.html it should be calling: /opt/rt3/bin/mason_handler.fcgi Srinivas Balan wrote: > Hi All, > > I notice the following error in error_log > path: /var/log/httpd > > [error] [client 69.96.182.16] script not found or unable to stat: > /opt/rt3/bin/mason_handler.fcgiindex.html, referer: > > Followed the documentation of William Harrison > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > all went well but when I click at the url it says : > > You're almost there! > You haven't yet configured your webserver to run RT. You appear to have > installed RT's web interface correctly, but haven't yet configured > your web > server to "run" the RT server which powers the web interface. *The > next step > is to edit your webserver's configuration file to instruct it to use RT's > mod_perl, fastcgi or speedycgi handler. > * > Looking for help regarding this.... > > > Thanks in advance > > Regards, > Srinivas Balan > > > > "The information contained in this message and the attachments (if > any) may > be privileged and confidential and protected from disclosure. You are > hereby > notified that any unauthorized use, dissemination, distribution or copying > of this communication, review, retransmission, or taking of any action > based > upon this information, by persons or entities other than the intended > recipient, is strictly prohibited. If you are not the intended > recipient or > an employee or agent responsible for delivering this message, and have > received this communication in error, please notify us immediately by > replying to the message and kindly delete the original message, > attachments, > if any, and all its copies from your computer system. Thank you for your > cooperation." > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > "The information contained in this message and the attachments (if > any) may be privileged and confidential and protected from disclosure. > You are hereby notified that any unauthorized use, dissemination, > distribution or copying of this communication, review, retransmission, > or taking of any action based upon this information, by persons or > entities other than the intended recipient, is strictly prohibited. If > you are not the intended recipient or an employee or agent responsible > for delivering this message, and have received this communication in > error, please notify us immediately by replying to the message and > kindly delete the original message, attachments, if any, and all its > copies from your computer system. Thank you for your cooperation." > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From anner at blast.com Mon Aug 1 13:09:38 2005 From: anner at blast.com (Anne Ramey) Date: Mon, 01 Aug 2005 13:09:38 -0400 Subject: [rt-users] Just installed RT its says You're almost there! - help In-Reply-To: <42EE52A8.30206@ucrwcu.rwc.uc.edu> References: <6F8DCE5A917BD611A0E0009027B6F905062B137B@ns.sierraopt.com> <42EE52A8.30206@ucrwcu.rwc.uc.edu> Message-ID: <42EE5752.8020100@blast.com> Drew Barnes wrote: > Your problem is stated rather clearly here: > [error] [client 69.96.182.16] script not found or unable to stat: > /opt/rt3/bin/mason_handler.fcgiindex.html > > it should be calling: > /opt/rt3/bin/mason_handler.fcgi > when I've seen errors like this in the past, I had left the trailing / off my path in a config somewhere. That'd be the first thing I'd check. Anne From checkpoint at ozbergs.com Mon Aug 1 13:15:28 2005 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 01 Aug 2005 10:15:28 -0700 Subject: [rt-users] Resolve Ticket via Email? Message-ID: <42EE58B0.6020105@ozbergs.com> All, Is there a way to change the status of a ticket to resolved via email?? Or does that have to be done via the WebUI? -Stevo From barnesaw at ucrwcu.rwc.uc.edu Mon Aug 1 13:17:32 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 01 Aug 2005 13:17:32 -0400 Subject: [rt-users] Resolve Ticket via Email? In-Reply-To: <42EE58B0.6020105@ozbergs.com> References: <42EE58B0.6020105@ozbergs.com> Message-ID: <42EE592C.7000407@ucrwcu.rwc.uc.edu> wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail Stevo wrote: > All, > > Is there a way to change the status of a ticket to resolved via > email?? Or does that have to be done via the WebUI? > > -Stevo > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From checkpoint at ozbergs.com Mon Aug 1 12:36:44 2005 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 01 Aug 2005 09:36:44 -0700 Subject: [rt-users] Mason Error - agentmsg Message-ID: <42EE4F9C.6010308@ozbergs.com> All, I'm getting this error in my apache error logs and it's happening every few seconds... [Mon Aug 01 09:35:22 2005] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg What does this mean and how is it related to RT? Stevo From checkpoint at ozbergs.com Mon Aug 1 12:38:30 2005 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 01 Aug 2005 09:38:30 -0700 Subject: [rt-users] reply to mail sent from RT In-Reply-To: References: Message-ID: <42EE5006.6000701@ozbergs.com> Bruce Rudd wrote: > *From:* System Administrator > *Sent:* Monday, August 01, 2005 11:15 AM > *To:* RT_CorrespondAddressNotSet at rt.my_server > *Subject* *:* > Undeliverable:RE: [my_server #12] AutoReply: test??? > Bruce, You need to define the correspondance address in either the RT Queue properties, or set a default reply address in the the RT_SiteConfig.pm file. Stevo From checkpoint at ozbergs.com Mon Aug 1 14:14:59 2005 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 01 Aug 2005 11:14:59 -0700 Subject: [rt-users] Resolve Ticket via Email? In-Reply-To: <42EE592C.7000407@ucrwcu.rwc.uc.edu> References: <42EE58B0.6020105@ozbergs.com> <42EE592C.7000407@ucrwcu.rwc.uc.edu> Message-ID: <42EE66A3.4010400@ozbergs.com> Thanks Drew, I've got this working, but when I reply with the command "Set-Owner: stevo", it changes the owner correctly, but those commands are visable when the end-user gets the email, which is not supposed to happen (according to that wiki page). The part I believe I'm messing up on is: "I then have a normal Scrip AFTER this that executes of On Correspond Requestors and CC's Template Correspondece." How do I get the Scrip to run AFTER my custom action? Stevo Drew Barnes wrote: > wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > From Paul.Crossman at tvguide.com Mon Aug 1 17:16:39 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 1 Aug 2005 17:16:39 -0400 Subject: [rt-users] Eliminating email generated duplicate tickets? Message-ID: <75CEDBF199045948891D43BFE1AB3E060695CE31@bed1po1.vgi.com> We're getting ready to go live with an internal implementation of RT and something just came up where we'd like have something stop happening. We have a lot of internal scripts that email the IS Help Desk address so that the incidents get logged. The trouble is, that the scripts are noisy and will continue to spout warnings until the issue is resolved. We'd like to continue this process once we migrate to RT from a monitored mailbox. The problem is we'll have multiple tickets generated under the same circumstances. Is there a way that I can prevent duplicate tickets from getting created within RT for a 24 hour period if there's already an open ticket with the same subject? Here's an example: - Something breaks - Script sends email (Subject: It's Broken, fix it) - Within RT a ticket is opened with the same subject - 15 minutes later - Script sends email (Subject: It's Broken, fix it) - RT sees a ticket with this subject already and does not open a new Ticket. - 1 day later - Script sends email (Subject: It's Broken, fix it) - Within RT a ticket is opened with the same subject Is this possible? Thanks, Paul C. From Paul.Crossman at tvguide.com Mon Aug 1 17:45:56 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 1 Aug 2005 17:45:56 -0400 Subject: [rt-users] Custom Status Message-ID: <75CEDBF199045948891D43BFE1AB3E060695CE43@bed1po1.vgi.com> Under 3.4.2 I made this change in rt3/etc/RT_SiteConfig.pm. Same rules apply. Keep the relative position and only add. Paul C. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Bruce Rudd > Sent: Monday, July 25, 2005 9:34 AM > To: Thomas Sibley > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Custom Status > > Tom, > > That was the first thing I tried. I have also rebooted (for other > reasons) and it is still not showing up. > > Regards, > Bruce Rudd > > > > -----Original Message----- > From: Thomas Sibley [mailto:trs at bestpractical.com] > Sent: Friday, July 22, 2005 10:23 PM > To: Bruce Rudd > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Status > > Bruce Rudd wrote: > > I am complete new to this (Perl and RT) so I assume that I am just not > > aware of what I need to do to make these changes active. Any advise? > I > > am using RT 3.4.2. > > You need to restart your webserver so RT will notice the changes in the > file. > > Cheers, > Tom > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From blkline at attglobal.net Mon Aug 1 16:52:33 2005 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 01 Aug 2005 16:52:33 -0400 Subject: [rt-users] Compound condition in custom scrip? Message-ID: <42EE8B91.90908@attglobal.net> I have a queue which currently emails the queue admin whenever a ticket is created. What I want to do is have the admin notified if the ticket is created via correspondence, yet have no such notification if the ticket was created via the web. I'm envisioning something like this: On create and not correspond then notify AdminCCs ... I'm sure that something like this is possible with a custom condition but I can't find the docs for how to pull it off. Can anyone point me in the correct direction? Thanks! Barry From Bruce.Rudd at datadirect.com Mon Aug 1 18:28:07 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Mon, 1 Aug 2005 18:28:07 -0400 Subject: [rt-users] Custom Status Message-ID: I have tried adding @ACTIVE_STATUS = qw(new open stalled pending); @INACTIVE_STATUS = qw(resolved rejected deleted); @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); As well as @DEFAULT_ACTIVE_STATUS = qw(new open stalled pending); @DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted); @DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS); to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending' status is not showing up. What am I leaving out or doing wrong??? Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: Paul Crossman [mailto:Paul.Crossman at tvguide.com] Sent: Monday, August 01, 2005 5:46 PM To: Bruce Rudd; Thomas Sibley Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Custom Status Under 3.4.2 I made this change in rt3/etc/RT_SiteConfig.pm. Same rules apply. Keep the relative position and only add. Paul C. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Bruce Rudd > Sent: Monday, July 25, 2005 9:34 AM > To: Thomas Sibley > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Custom Status > > Tom, > > That was the first thing I tried. I have also rebooted (for other > reasons) and it is still not showing up. > > Regards, > Bruce Rudd > > > > -----Original Message----- > From: Thomas Sibley [mailto:trs at bestpractical.com] > Sent: Friday, July 22, 2005 10:23 PM > To: Bruce Rudd > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Status > > Bruce Rudd wrote: > > I am complete new to this (Perl and RT) so I assume that I am just not > > aware of what I need to do to make these changes active. Any advise? > I > > am using RT 3.4.2. > > You need to restart your webserver so RT will notice the changes in the > file. > > Cheers, > Tom > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From todd at chaka.net Mon Aug 1 21:16:19 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 1 Aug 2005 21:16:19 -0400 Subject: [rt-users] Custom Status In-Reply-To: References: Message-ID: <20050802011618.GA1614@chaka.net> On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote: > I have tried adding > > @ACTIVE_STATUS = qw(new open stalled pending); > @INACTIVE_STATUS = qw(resolved rejected deleted); > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > > As well as > > @DEFAULT_ACTIVE_STATUS = qw(new open stalled pending); > @DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted); > @DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS); > > to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending' > status is not showing up. > > What am I leaving out or doing wrong??? > Did you delete the mason cache? From cartera at lei.net.au Mon Aug 1 22:11:15 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 02 Aug 2005 12:11:15 +1000 Subject: [rt-users] Owners Field Message-ID: <42EED643.3090900@lei.net.au> Ok, I have a problem with a few 1000 users in RT and the owners field consequently taking forever How can I either a: speed up the database so it doesnt take forever to return the ticket owners (which includes all users being searched to build the pop-up) or b: fix all the pages so it doesnt break RT (which i've done everywhere except now update breaks the owner because it doesnt list the owner instead leaves the field blank which means you delete the owner when updating... doh!) -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From kapil at gs-lab.com Tue Aug 2 03:09:05 2005 From: kapil at gs-lab.com (Kapil Bajaj) Date: Tue, 02 Aug 2005 12:39:05 +0530 Subject: [rt-users] 3.5-TESTING branch on FC3 Message-ID: <42EF1C11.2020502@gs-lab.com> Hi, I compiled 3.5-TESTING branch on FC3. Compilation was successful, but after installing and restarting apache it asked for mod_perl >= 2.0. Default installation of FC3 includes mod_perl 1.99 which provides Apache2.pm where mod_perl > 2.0 does not. Hence After mod_perl installation on restarting httpd I got following Apache2.pm not found error. Starting httpd: [Tue Aug 02 12:34:03 2005] [error] Can't locate Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.7/i686-linux /usr/local/lib/perl5/5.8.7 /usr/local/lib/perl5/site_perl/5.8.7/i686-linux /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl . /etc/httpd) at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 270.\n BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 281.\n Compilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 147.\n Compilation failed in require at (eval 2) line 1.\n ... I tried this even after upgrading perl to 5.8.7. But didn't able to make RT work on FC3. If anyone has installed RT on FC3 please help.. -- Thanks, Kapil From tomas.xa.doyle at ericsson.com Tue Aug 2 06:23:28 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Tue, 2 Aug 2005 12:23:28 +0200 Subject: [rt-users] You're almost there! Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F9@eiedbnt502> Hi There, Ive been looking at your suggestions and have tried to apply them to my own configuration But every sigle change and addition i add to my configurations i end up on the almopst there page below is my configuration in HTTP.CONF ServerName mydomain.se DocumentRoot /requesttracker/rt-3.2.3/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /requesttracker/rt-3.2.3/bin/webmux.pl Alias /rt "/requesttracker/rt-3.2.3/html" SetHandler perl-script PerlHandler RT::Mason and in RT_SiteConfig.pm Set($WebPath , "/rt"); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "http://1xx.1xx.1xx.1xx:80"); Set($WebURL , $WebBaseURL . $WebPath . "/rt"); i just am flabbergasted and lost please any suggestions are greatly appreciated in the browser im typing http://1xx.1xx.1xx.1xx/rt and im re directed to the http://bestpractical.com/rt/rt-broken-install.html page Thanks RT Users From ruslan.zakirov at gmail.com Tue Aug 2 06:46:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 2 Aug 2005 14:46:15 +0400 Subject: [PATCH] Searches like Created = 'YYYY-MM-DD'(was: [rt-users] Query Problem) In-Reply-To: <34f141b8050801070562c808e4@mail.gmail.com> References: <34f141b805072805495ffa8927@mail.gmail.com> <589c9440050728055338fb0708@mail.gmail.com> <34f141b805072807051b3296cd@mail.gmail.com> <589c9440050730134959538190@mail.gmail.com> <34f141b8050801021336cd35fb@mail.gmail.com> <34f141b8050801070562c808e4@mail.gmail.com> Message-ID: <589c944005080203462b6a84c0@mail.gmail.com> On 8/1/05, Olivier Horec wrote: > Hi, > > I have made a few tests with the patch "Searches by Owner's fields". I > have detected two problems. > > First, I can't search Ticketsw with the owner Id anymore (it was used > to display your tickets on the "RT at a glance" page) Is it your code? If so, please, show code sample. > > When I make a search with "Owner = 'Nobody'", I get the Tickets > contained in the "___Approvals" queue. (when I don't use "Owner = > 'Nobody'", I don't get these tickets) What's results you get without patch? > > Has anyone tried to install this patch ? Yeah, I made some hand testing, but could miss something... > > Thanks in advance > > Olivier > > 2005/8/1, Olivier Horec : > > Hi Ruslan, > > > > Thanks for your help > > > > I applied this patch and it solves my problem : it was just a problem > > with the GMT+4 timezone. > > > > I applied the pacth "Searches by Owner's fields" about the first > > problem and it was successful too ! > > > > Thanks again, > > > > Olivier > > > > 2005/7/30, Ruslan Zakirov : > > > Ok, here what we get: > > > * I enter '2005-07-30' in search box > > > * Time::ParseDate converts it to '2005-07-29 20:00' because of GMT+4 timezone > > > * Then constuct search with interval ['2005-07-29 00:00'; '2005-07-29 23:59'] > > > > > > I think if we play only with dates then we should ignore timezone, so > > > I propose attached patch. > > > > > > Olivier, could you confirm that patch fixes your problem? > > > > > > On 7/28/05, Olivier Horec wrote: > > > > I had a look at the SQL queries about the date problem. > > > > > > > > In fact, when I search with a query like : Created = '2005-07-19', > > > > I find this in the SQL log : > > > > ( ( (main.Created >= '2005-07-18 00:00')AND(main.Created <= > > > > '2005-07-18 23:59') ) ) > > > > > > > > Has anyone an idea ? > > > > > > > > Olivier > > > > > > > > 2005/7/28, Ruslan Zakirov : > > > > > On 7/28/05, Olivier Horec wrote: > > > > > > Hi, > > > > > > > > > > > > [snip] > > > > > > > > > The second problem is when you search tickets with dates : you get the > > > > > > tickets one day before the query. > > > > > > > > > > > > Has anyone tried to solve the problem or can anyone give me some ideas > > > > > > to help me to solve it. > > > > > > > > > > > > Thanks in advance > > > > > > > > > > > > Olivier > > > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > > > > > > > > > > > > > > -- > > > > > Best regards, Ruslan. > > > > > > > > > > > > > > > > > > -- > > > Best regards, Ruslan. > > > > > > > > > > > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Aug 2 07:11:48 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 2 Aug 2005 15:11:48 +0400 Subject: [rt-users] Re: RT Wiki - Problems. In-Reply-To: References: Message-ID: <589c94400508020411ad434e@mail.gmail.com> Wasn't online for two days. As I see, you've fixed it or I missed something? On 8/1/05, Paulo Matos wrote: > Hi folks! > > I just found out that someone was kidding arround with the wiki, > apparently arround Sat Jul 30 22:36:58 2005 GMT. > > I already tried to restore some of them from previous revisions > (cut & paste) but it doesn't allow because there's too many URLs. > > Cheers, > > -- > Paulo Matos > ----------------------------------- ---------------------------------- > |Sys & Net Admin | Centro de Inform?tica | > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > ----------------------------------- ---------------------------------- > -- Best regards, Ruslan. From olivier.horec at gmail.com Tue Aug 2 07:18:01 2005 From: olivier.horec at gmail.com (Olivier Horec) Date: Tue, 2 Aug 2005 13:18:01 +0200 Subject: [PATCH] Searches like Created = 'YYYY-MM-DD'(was: [rt-users] Query Problem) In-Reply-To: <589c944005080203462b6a84c0@mail.gmail.com> References: <34f141b805072805495ffa8927@mail.gmail.com> <589c9440050728055338fb0708@mail.gmail.com> <34f141b805072807051b3296cd@mail.gmail.com> <589c9440050730134959538190@mail.gmail.com> <34f141b8050801021336cd35fb@mail.gmail.com> <34f141b8050801070562c808e4@mail.gmail.com> <589c944005080203462b6a84c0@mail.gmail.com> Message-ID: <34f141b805080204186f47693@mail.gmail.com> Thanks for your reply, 2005/8/2, Ruslan Zakirov : > On 8/1/05, Olivier Horec wrote: > > Hi, > > > > I have made a few tests with the patch "Searches by Owner's fields". I > > have detected two problems. > > > > First, I can't search Ticketsw with the owner Id anymore (it was used > > to display your tickets on the "RT at a glance" page) > Is it your code? If so, please, show code sample. > No, it's in the code used to display tickets on the home page by default. In html/Elements/MyTickets : my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open')"; (If I replace $session{'CurrentUser'}->Id by $session{'CurrentUser'}->Name, it works) > > > > When I make a search with "Owner = 'Nobody'", I get the Tickets > > contained in the "___Approvals" queue. (when I don't use "Owner = > > 'Nobody'", I don't get these tickets) > What's results you get without patch? Without the patch, it never shows the Tickets in the "___Approvals" queue. > > > > > Has anyone tried to install this patch ? > Yeah, I made some hand testing, but could miss something... > > > > > Thanks in advance > > > > Olivier > > From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 2 08:43:52 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 02 Aug 2005 08:43:52 -0400 Subject: [rt-users] Owners Field In-Reply-To: <42EED643.3090900@lei.net.au> References: <42EED643.3090900@lei.net.au> Message-ID: <42EF6A88.9000108@ucrwcu.rwc.uc.edu> Adrian Carter wrote: > Ok, I have a problem with a few 1000 users in RT and the owners field > consequently taking forever > > How can I either a: speed up the database so it doesnt take forever to > return the ticket owners (which includes all users being searched to > build the pop-up) or b: fix all the pages so it doesnt break RT (which > i've done everywhere except now update breaks the owner because it > doesnt list the owner instead leaves the field blank which means you > delete the owner when updating... doh!) Do you really have that many people working on tickets? Take OwnTicket rights away from people who aren't doing work on the tickets. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Bruce.Rudd at datadirect.com Tue Aug 2 08:43:45 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Tue, 2 Aug 2005 08:43:45 -0400 Subject: [rt-users] Custom Status Message-ID: No. I could not find any details on how to do this either. Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, August 01, 2005 9:16 PM To: Bruce Rudd Cc: Paul Crossman; Thomas Sibley; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Status On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote: > I have tried adding > > @ACTIVE_STATUS = qw(new open stalled pending); > @INACTIVE_STATUS = qw(resolved rejected deleted); > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > > As well as > > @DEFAULT_ACTIVE_STATUS = qw(new open stalled pending); > @DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted); > @DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS); > > to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending' > status is not showing up. > > What am I leaving out or doing wrong??? > Did you delete the mason cache? From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 2 08:44:30 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 02 Aug 2005 08:44:30 -0400 Subject: [rt-users] 3.5-TESTING branch on FC3 In-Reply-To: <42EF1C11.2020502@gs-lab.com> References: <42EF1C11.2020502@gs-lab.com> Message-ID: <42EF6AAE.2010403@ucrwcu.rwc.uc.edu> Kapil Bajaj wrote: > Hi, > > I compiled 3.5-TESTING branch on FC3. Compilation was successful, but > after installing and restarting apache it asked for mod_perl >= 2.0. > Default installation of FC3 includes mod_perl 1.99 which provides > Apache2.pm where mod_perl > 2.0 does not. Hence After mod_perl > installation on restarting httpd I got following Apache2.pm not found > error. Use fastcgi for 3.5.x. > > Starting httpd: [Tue Aug 02 12:34:03 2005] [error] Can't locate > Apache2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/local/lib/perl5/5.8.7/i686-linux > /usr/local/lib/perl5/5.8.7 > /usr/local/lib/perl5/site_perl/5.8.7/i686-linux > /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl . > /etc/httpd) at > /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line > 270.\n > BEGIN failed--compilation aborted at > /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line > 281.\n > Compilation failed in require at > /opt/rt3/lib/RT/Interface/Web/Handler.pm line 147.\n > Compilation failed in require at (eval 2) line 1.\n ... > > I tried this even after upgrading perl to 5.8.7. But didn't able to > make RT work > on FC3. If anyone has installed RT on FC3 please help.. > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From pjsm at fct.unl.pt Tue Aug 2 09:13:18 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 2 Aug 2005 14:13:18 +0100 (WEST) Subject: [rt-users] Re: RT Wiki - Problems. In-Reply-To: <589c94400508020411ad434e@mail.gmail.com> References: <589c94400508020411ad434e@mail.gmail.com> Message-ID: On Tue, 2 Aug 2005, Ruslan Zakirov wrote: > Wasn't online for two days. As I see, you've fixed it or I missed something? I didn't fix it... someone else did. I was getting errors because there were too many URLs on page. Speaking of that, there are several URLs marked as spam:// that needed to be authorized, at least at: http://wiki.bestpractical.com/index.cgi?RTUsers http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide http://wiki.bestpractical.com/index.cgi?CompilingPerl http://wiki.bestpractical.com/index.cgi?Contributions -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From Joerg.Ungermann at web.de Tue Aug 2 09:13:03 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Tue, 02 Aug 2005 15:13:03 +0200 Subject: [rt-users] Customizinmg History Message-ID: <743245386@web.de> Dear Rt Users want to change colors in the history list according to my changes in showsummary I just did not find the right place. Can you help? Thanx Joerg _________________________________________________________________________ Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 From alex at rnp.br Tue Aug 2 10:00:33 2005 From: alex at rnp.br (Alex S. Moura) Date: Tue, 02 Aug 2005 11:00:33 -0300 Subject: [rt-users] Problem with email reception [update] In-Reply-To: <42E7F2D0.6010309@rnp.br> References: <42E7F2D0.6010309@rnp.br> Message-ID: <42EF7C81.6080606@rnp.br> Alex S. Moura wrote: > Hello, > > We believe that our rt-3.0.12 has a problem with email reception. > The system is a FreeBSD 4.1x with RT installed via ports. It has > been showing the following messages (and giving the EX_TEMPFAIL error) > to many messages that arrive: > --------------------------------------------------------- > > >
Couldn't load module RT::Interface::Email::: Can't locate 
> RT/Interface/Email/.pm in @INC (@INC contains: 
> /usr/local/rt3/local/lib /usr/local/rt3/lib 
> /usr/local/lib/perl5/site_perl/5.8.6/mach 
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
> /usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.
>
> Stack:
>  [(eval 7923):1]
>  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
>
>
> Trace begun at 
> /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('Couldn\'t load module 
> RT::Interface::Email::: Can\'t locate RT/Interface/Email/.pm in @INC 
> (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib 
> /usr/local/lib/perl5/site_perl/5.8.6/mach 
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
> /usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.^J^JStack:^J  
> [(eval 7923):1]^J  
> [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]^J') called 
> at /usr/local/rt3/lib/RT/Interface/Email.pm line 515
> ---------------------------------------------------------
>
> The RT port has been reinstalled today and updated to a newer
> release - rt-3.0.12_2 - but it still is exhibiting the same
> symptoms than before.
>
> What I can see as the cause is this message:
> 'Couldn\'t load module RT::Interface::Email::: Can\'t locate 
> RT/Interface/Email/.pm in @INC
>
> I understand that "RT/Interface/Email/.pm" should be 
> "RT/Interface/Email.pm", but
> I can't find where's the wrong reference. We don't have customizations
> in @RT::MailPlugins in SiteConfig. 

Hello,

We've detected that some spam we've received had very long strings in
the "From" header and envelope. We suspect that this is the cause of
breaking of the rt-mailgate script.

We've detected that when this error above occurs, the RT instance
has to be restarted by stopping and restarting apache to start processing
queued emails again.

We're don't have big knowledge of the Mason working and internals, but we
ssupect that when the rt-mailgate somehow breaks, the application cache
(is this correct?) gets corrupted.

Do someone with more knowledge of the RT internals have any information
about this issue?

Thank you very much,

Alex


From todd at chaka.net  Tue Aug  2 09:50:50 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 2 Aug 2005 09:50:50 -0400
Subject: [rt-users] Custom Status
In-Reply-To: 
References: 
Message-ID: <20050802135050.GB1614@chaka.net>

Stop apache.

$ rm -rf /opt/rt3/var/mason_data/*

Start apache.

On Tue, Aug 02, 2005 at 08:43:45AM -0400, Bruce Rudd wrote:
> No.  I could not find any details on how to do this either.
> 
> Regards,
> Bruce Rudd
> Solutions Engineer
> DataDirect Technologies
> www.DataDirect.com
> 
> Check and log cases on the web with SupportLink Online
> Interact with Peers and exchange information with our Developer's Forums
> You may reach a SupportLink Engineer at (888) 332-6797
> 
>  
> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Monday, August 01, 2005 9:16 PM
> To: Bruce Rudd
> Cc: Paul Crossman; Thomas Sibley; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Status
> 
> On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote:
> > I have tried adding
> > 
> > @ACTIVE_STATUS = qw(new open stalled pending);
> > @INACTIVE_STATUS = qw(resolved rejected deleted);
> > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);
> > 
> > As well as
> > 
> > @DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
> > @DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
> > @DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS);
> > 
> > to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending'
> > status is not showing up.
> > 
> > What am I leaving out or doing wrong???
> > 
> 
> Did you delete the mason cache?
> 
> 


From Rich.West at wesmo.com  Tue Aug  2 10:53:56 2005
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 02 Aug 2005 10:53:56 -0400
Subject: [rt-users] standalone_httpd
Message-ID: <42EF8904.8030006@wesmo.com>

Since the "standalone_httpd" application just popped up with the latest 
RT install (3.4.2), I was wondering.. can this be safely run as the 
"apache" or "rt" user as opposed to running it as root?

-Rich


From Rich.West at wesmo.com  Tue Aug  2 10:52:35 2005
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 02 Aug 2005 10:52:35 -0400
Subject: [rt-users] Perl upgrade Broke my RT!
In-Reply-To: <42E93378.2020409@ucrwcu.rwc.uc.edu>
References: 
	<42E92E83.9040709@wesmo.com> <42E93378.2020409@ucrwcu.rwc.uc.edu>
Message-ID: <42EF88B3.2090909@wesmo.com>

I went through the modules that were installed as part of "relaydelay" 
(which resulted in the Apache->RT break) to downgrade them, but, 
honestly, I don't even know where to start.  I tried the older versions 
of DBI and Apache::DBI with no luck.

Ah, well.  At least the standalone_httpd is working well. :)

-Rich

>
>> Sorry for the delay on this one.. I got sidetracked.  Thank goodness 
>> for the standalone_httpd option as that bought me some time!
>
>
>
> So which perl modules did you update?  Search on CPAN for older 
> versions and re-install them.
>
>>
>> Running Apache 2.0.52 w/ mod_perl 1.99 and perl 5.8.5.
>>
>> All I did was upgrade a couple of perl modules (unfortunately) to 
>> experiment with an app called "relaydelay" to assist in combatting 
>> spam (including spam to our RT instances).  The app is working 
>> wonderfully.. unfortunately, the upgrade perl modules caused the 
>> Apache->RT hooks to break.
>>
>> -Rich
>>
>>
>> Steven E. Ames wrote:
>>
>>> Also keep in mind that if you rebuild mod_perl2 (not mod_perl) after 
>>> your perl upgrade make sure your still using an old mod_perl2 
>>> (1.99). When mod_perl2 became 2.0 several weeks ago the API changed 
>>> and won't work with RT at present.
>>>
>>>  
>>>
>>>> -----Original Message-----
>>>> From: rt-users-bounces at lists.bestpractical.com
>>>> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
>>>> Homewood
>>>> Sent: Friday, July 22, 2005 12:02 AM
>>>> To: rt-users at lists.bestpractical.com
>>>> Subject: Re: [rt-users] Perl upgrade Broke my RT!
>>>>
>>>>
>>>> Rich West wrote:
>>>>  
>>>>
>>>>> Anyhow, I'm now running the standalone_httpd since I cannot     
>>>>
>>>>
>>>> seem to get  
>>>>
>>>>> Apache to display (using mod_perl) the site any longer. :(
>>>>>
>>>>> I'd prefer to use Apache because it is threaded and already had 
>>>>> the mechanism in place to handle all of the load, but I'm not 
>>>>> getting anything logged anywhere, and I simply get a "Zero Sized 
>>>>> Reply".
>>>>>     
>>>>
>>>>
>>>> Make sure all your perl modules are up to date, as seen
>>>> by your new perl binary ('make testdeps"); then rebuild
>>>> mod_perl against that.
>>>



From jesse at bestpractical.com  Tue Aug  2 11:12:53 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 2 Aug 2005 11:12:53 -0400
Subject: [rt-users] standalone_httpd
In-Reply-To: <42EF8904.8030006@wesmo.com>
References: <42EF8904.8030006@wesmo.com>
Message-ID: <20050802151253.GF10688@bestpractical.com>




On Tue, Aug 02, 2005 at 10:53:56AM -0400, Rich West wrote:
> Since the "standalone_httpd" application just popped up with the latest 
> RT install (3.4.2), I was wondering.. can this be safely run as the 
> "apache" or "rt" user as opposed to running it as root?

It can run as anybody who can get at RT's config files and bind to the
port you want to run it on. Do note that it's been there since...RT 3.2?
Quite a while.

Jesse

> -Rich
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From Bruce.Rudd at datadirect.com  Tue Aug  2 11:12:25 2005
From: Bruce.Rudd at datadirect.com (Bruce Rudd)
Date: Tue, 2 Aug 2005 11:12:25 -0400
Subject: [rt-users] Custom Status
Message-ID: 

Todd,

Thanks, I suspected that is what I needed to do.  However, I still am
not seeing the new status.

Should I be setting

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);

Or

@ACTIVE_STATUS = qw(new open stalled pending);

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer's Forums
You may reach a SupportLink Engineer at (888) 332-6797

 

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, August 02, 2005 9:51 AM
To: Bruce Rudd
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

Stop apache.

$ rm -rf /opt/rt3/var/mason_data/*

Start apache.

On Tue, Aug 02, 2005 at 08:43:45AM -0400, Bruce Rudd wrote:
> No.  I could not find any details on how to do this either.
> 
> Regards,
> Bruce Rudd
> Solutions Engineer
> DataDirect Technologies
> www.DataDirect.com
> 
> Check and log cases on the web with SupportLink Online
> Interact with Peers and exchange information with our Developer's
Forums
> You may reach a SupportLink Engineer at (888) 332-6797
> 
>  
> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Monday, August 01, 2005 9:16 PM
> To: Bruce Rudd
> Cc: Paul Crossman; Thomas Sibley; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Status
> 
> On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote:
> > I have tried adding
> > 
> > @ACTIVE_STATUS = qw(new open stalled pending);
> > @INACTIVE_STATUS = qw(resolved rejected deleted);
> > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);
> > 
> > As well as
> > 
> > @DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
> > @DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
> > @DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS,
@DEFAULT_INACTIVE_STATUS);
> > 
> > to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the
"pending'
> > status is not showing up.
> > 
> > What am I leaving out or doing wrong???
> > 
> 
> Did you delete the mason cache?
> 
> 




From todd at chaka.net  Tue Aug  2 10:42:21 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 2 Aug 2005 10:42:21 -0400
Subject: [rt-users] standalone_httpd
In-Reply-To: <42EF8904.8030006@wesmo.com>
References: <42EF8904.8030006@wesmo.com>
Message-ID: <20050802144221.GC1614@chaka.net>

On Tue, Aug 02, 2005 at 10:53:56AM -0400, Rich West wrote:
> Since the "standalone_httpd" application just popped up with the latest 
> RT install (3.4.2), I was wondering.. can this be safely run as the 
> "apache" or "rt" user as opposed to running it as root?
> 
> -Rich
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

It should be OK.

-Todd


From les at futuresource.com  Tue Aug  2 11:20:50 2005
From: les at futuresource.com (Les Mikesell)
Date: Tue, 02 Aug 2005 10:20:50 -0500
Subject: [rt-users] standalone_httpd
In-Reply-To: <20050802151253.GF10688@bestpractical.com>
References: <42EF8904.8030006@wesmo.com>
	<20050802151253.GF10688@bestpractical.com>
Message-ID: <1122996050.15038.4.camel@moola.futuresource.com>

On Tue, 2005-08-02 at 10:12, Jesse Vincent wrote:
> 
> On Tue, Aug 02, 2005 at 10:53:56AM -0400, Rich West wrote:
> > Since the "standalone_httpd" application just popped up with the latest 
> > RT install (3.4.2), I was wondering.. can this be safely run as the 
> > "apache" or "rt" user as opposed to running it as root?
> 
> It can run as anybody who can get at RT's config files and bind to the
> port you want to run it on. Do note that it's been there since...RT 3.2?
> Quite a while.

Is this efficient enough to use as the standard way of running RT?  It
might eliminate a lot of installation problems and if you wanted it
as a virtual host you could easily run on an odd port number and play
some tricks with Apache's ProxyPass or RewriteRules to hide the fact
that it isn't the same web server.

-- 
  Les Mikesell
    les at futuresource.com




From Bruce.Rudd at datadirect.com  Tue Aug  2 11:29:14 2005
From: Bruce.Rudd at datadirect.com (Bruce Rudd)
Date: Tue, 2 Aug 2005 11:29:14 -0400
Subject: [rt-users] sendmail aliases
Message-ID: 

I have modified /etc/aliases to reflect the correct url of my server but
I looked in /var/log/maillog and it doess not seem to be picking up the
change.  I tried running newaliases but it did not seem to help.  I am
assuming that this is cached somewhere but I am not sure where.  

Any ideas on what I need to do to have my changes picked up?


Below is my /var/log/maillog.  The value "--url http://rt.nc-soleng1"
that is is picking up is not what is in my /etc/aliases file.

Thanks,
Bruce

Aug  2 10:29:18 rt sendmail[1929]: j72ETIcX001929: from=root, size=546,
class=0, nrcpts=1, msgid=<200508021429.j72ETIcX001929 at rt.nc-soleng1>,
relay=root at localhost 

Aug  2 10:29:18 rt sendmail[1929]: j72ETIcX001929:
to=root at localhost.localdomain, ctladdr=root (0/0), delay=00:00:00,
xdelay=00:00:00, mailer=relay, pri=30546, relay=[127.0.0.1] [127.0.0.1],
dsn=4.0.0, stat=Deferred: Connection refused by [127.0.0.1] 

Aug  2 10:29:22 rt sendmail[2076]: alias database /etc/aliases rebuilt
by root 

Aug  2 10:29:22 rt sendmail[2076]: /etc/aliases: 80 aliases, longest 106
bytes, 1023 bytes total 

Aug  2 10:29:22 rt sendmail[2081]: starting daemon (8.13.1):
SMTP+queueing at 01:00:00 

Aug  2 10:29:22 rt sm-msp-queue[2089]: starting daemon (8.13.1):
queueing at 01:00:00 

Aug  2 10:29:22 rt sendmail[2091]: j72ETMQS002091:
from=, size=826, class=0, nrcpts=1,
msgid=<200508021429.j72ETIcX001929 at rt.nc-soleng1>, proto=ESMTP,
daemon=MTA, relay=rt.nc-soleng1 [127.0.0.1] 

Aug  2 10:29:23 rt sm-msp-queue[2090]: j72ETIcX001929:
to=root at localhost.localdomain, ctladdr=root (0/0), delay=00:00:05,
xdelay=00:00:01, mailer=relay, pri=120546, relay=[127.0.0.1]
[127.0.0.1], dsn=2.0.0, stat=Sent (j72ETMQS002091 Message accepted for
delivery) 

Aug  2 10:29:23 rt sendmail[2103]: j72ETMQS002091:
to=, ctladdr= (0/0),
delay=00:00:01, xdelay=00:00:00, mailer=local, pri=31038, dsn=2.0.0,
stat=Sent 

Aug  2 10:29:25 rt sendmail[2082]: j71KvcnG021991:
to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.nc-soleng1, ctladdr= (8/0), delay=17:31:47,
xdelay=00:00:03, mailer=prog, pri=2640480, dsn=4.0.0, stat=Deferred:
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL 

Aug  2 10:29:29 rt sendmail[2082]: j71Kue4C021984:
to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.nc-soleng1, ctladdr= (8/0), delay=17:32:49,
xdelay=00:00:04, mailer=prog, pri=2640508, dsn=4.0.0, stat=Deferred:
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL 

Aug  2 11:06:30 rt sendmail[3059]: j72F6UGv003059: from=apache,
size=1200, class=-60, nrcpts=1,
msgid=,
relay=apache at localhost 

Aug  2 11:06:30 rt sendmail[3060]: j72F6UZ4003060:
from=, size=1391, class=-60, nrcpts=1,
msgid=, proto=ESMTP,
daemon=MTA, relay=rt.nc-soleng1 [127.0.0.1] 

Aug  2 11:06:30 rt sendmail[3059]: j72F6UGv003059:
to=bruce.rudd at datadirect.com, ctladdr=apache (48/48), delay=00:00:00,
xdelay=00:00:00, mailer=relay, pri=139200, relay=[127.0.0.1]
[127.0.0.1], dsn=2.0.0, stat=Sent (j72F6UZ4003060 Message accepted for
delivery) 

Aug  2 11:06:30 rt sendmail[3062]: j72F6UZ4003060:
to=, ctladdr= (48/48),
delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=229391,
relay=mail04.americas.progress.com. [10.30.140.15], dsn=2.0.0, stat=Sent
(  Queued mail for
delivery)




From todd at chaka.net  Tue Aug  2 12:06:06 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 2 Aug 2005 12:06:06 -0400
Subject: [rt-users] standalone_httpd
In-Reply-To: <1122996050.15038.4.camel@moola.futuresource.com>
References: <42EF8904.8030006@wesmo.com>
	<20050802151253.GF10688@bestpractical.com>
	<1122996050.15038.4.camel@moola.futuresource.com>
Message-ID: <20050802160605.GD1614@chaka.net>

On Tue, Aug 02, 2005 at 10:20:50AM -0500, Les Mikesell wrote:
> On Tue, 2005-08-02 at 10:12, Jesse Vincent wrote:
> > 
> > On Tue, Aug 02, 2005 at 10:53:56AM -0400, Rich West wrote:
> > > Since the "standalone_httpd" application just popped up with the latest 
> > > RT install (3.4.2), I was wondering.. can this be safely run as the 
> > > "apache" or "rt" user as opposed to running it as root?
> > 
> > It can run as anybody who can get at RT's config files and bind to the
> > port you want to run it on. Do note that it's been there since...RT 3.2?
> > Quite a while.
> 
> Is this efficient enough to use as the standard way of running RT?  It
> might eliminate a lot of installation problems and if you wanted it
> as a virtual host you could easily run on an odd port number and play
> some tricks with Apache's ProxyPass or RewriteRules to hide the fact
> that it isn't the same web server.
> 

Unless things have changed, standalone is single threaded. That means
it can only process one request at a time. If someone runs a long
query everyone else will be waiting.

-Todd


From antonio at bemfi.ca  Tue Aug  2 12:13:07 2005
From: antonio at bemfi.ca (Antonio Bemfica)
Date: Tue, 02 Aug 2005 12:13:07 -0400
Subject: [rt-users] sendmail aliases
In-Reply-To: 
References: 
Message-ID: <1122999187.79944.42.camel@heffalump.skillnet.ca>

I got it to work by adding the following to /etc/mail/aliases:

        ### Aliases for RT
        rt: "|rt-mailgate --debug --queue 'Unit W.O.' --action
        correspond --url http://rt.localhost/"
        rt-comment: "|rt-mailgate --queue 'Unit W.O.' --action comment
        --url http://rt.localhost/"
        
and the following to /etc/hosts:

        127.0.0.1               rt.localhost localhost.my.domain

and finally the following:

        ServerAlias rt.localhost
        
to the rt VirtualHost section in the apache httd.conf file.

This may seem quite convoluted, but it is what I had to do to get around
the fact that my RT server is behind a firewall that does some "fancy"
port redirecting to an internal network...

A.

On Tue, 2005-08-02 at 11:29 -0400, Bruce Rudd wrote:

> I have modified /etc/aliases to reflect the correct url of my server but
> I looked in /var/log/maillog and it doess not seem to be picking up the
> change.  I tried running newaliases but it did not seem to help.  I am
> assuming that this is cached somewhere but I am not sure where.  
> 
> Any ideas on what I need to do to have my changes picked up?
> 
> 
> Below is my /var/log/maillog.  The value "--url http://rt.nc-soleng1"
> that is is picking up is not what is in my /etc/aliases file.
> 
> Thanks,
> Bruce
> 
> Aug  2 10:29:18 rt sendmail[1929]: j72ETIcX001929: from=root, size=546,
> class=0, nrcpts=1, msgid=<200508021429.j72ETIcX001929 at rt.nc-soleng1>,
> relay=root at localhost 
> 
> Aug  2 10:29:18 rt sendmail[1929]: j72ETIcX001929:
> to=root at localhost.localdomain, ctladdr=root (0/0), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=30546, relay=[127.0.0.1] [127.0.0.1],
> dsn=4.0.0, stat=Deferred: Connection refused by [127.0.0.1] 
> 
> Aug  2 10:29:22 rt sendmail[2076]: alias database /etc/aliases rebuilt
> by root 
> 
> Aug  2 10:29:22 rt sendmail[2076]: /etc/aliases: 80 aliases, longest 106
> bytes, 1023 bytes total 
> 
> Aug  2 10:29:22 rt sendmail[2081]: starting daemon (8.13.1):
> SMTP+queueing at 01:00:00 
> 
> Aug  2 10:29:22 rt sm-msp-queue[2089]: starting daemon (8.13.1):
> queueing at 01:00:00 
> 
> Aug  2 10:29:22 rt sendmail[2091]: j72ETMQS002091:
> from=, size=826, class=0, nrcpts=1,
> msgid=<200508021429.j72ETIcX001929 at rt.nc-soleng1>, proto=ESMTP,
> daemon=MTA, relay=rt.nc-soleng1 [127.0.0.1] 
> 
> Aug  2 10:29:23 rt sm-msp-queue[2090]: j72ETIcX001929:
> to=root at localhost.localdomain, ctladdr=root (0/0), delay=00:00:05,
> xdelay=00:00:01, mailer=relay, pri=120546, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (j72ETMQS002091 Message accepted for
> delivery) 
> 
> Aug  2 10:29:23 rt sendmail[2103]: j72ETMQS002091:
> to=, ctladdr= (0/0),
> delay=00:00:01, xdelay=00:00:00, mailer=local, pri=31038, dsn=2.0.0,
> stat=Sent 
> 
> Aug  2 10:29:25 rt sendmail[2082]: j71KvcnG021991:
> to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.nc-soleng1, ctladdr= (8/0), delay=17:31:47,
> xdelay=00:00:03, mailer=prog, pri=2640480, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL 
> 
> Aug  2 10:29:29 rt sendmail[2082]: j71Kue4C021984:
> to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.nc-soleng1, ctladdr= (8/0), delay=17:32:49,
> xdelay=00:00:04, mailer=prog, pri=2640508, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL 
> 
> Aug  2 11:06:30 rt sendmail[3059]: j72F6UGv003059: from=apache,
> size=1200, class=-60, nrcpts=1,
> msgid=,
> relay=apache at localhost 
> 
> Aug  2 11:06:30 rt sendmail[3060]: j72F6UZ4003060:
> from=, size=1391, class=-60, nrcpts=1,
> msgid=, proto=ESMTP,
> daemon=MTA, relay=rt.nc-soleng1 [127.0.0.1] 
> 
> Aug  2 11:06:30 rt sendmail[3059]: j72F6UGv003059:
> to=bruce.rudd at datadirect.com, ctladdr=apache (48/48), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=139200, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (j72F6UZ4003060 Message accepted for
> delivery) 
> 
> Aug  2 11:06:30 rt sendmail[3062]: j72F6UZ4003060:
> to=, ctladdr= (48/48),
> delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=229391,
> relay=mail04.americas.progress.com. [10.30.140.15], dsn=2.0.0, stat=Sent
> (  Queued mail for
> delivery)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From ahlincoln at lbl.gov  Tue Aug  2 14:51:24 2005
From: ahlincoln at lbl.gov (Anthony Lincoln)
Date: Tue, 02 Aug 2005 11:51:24 -0700
Subject: [rt-users] Ticket Migration 3.0.8 -> 3.4.2
Message-ID: <42EFC0AC.2050702@lbl.gov>

Hi all,

I'm in the process of upgrading 3.0.8 to 3.4.2, and I wonder if there's 
a ticket migration utility out there along the lines of the one that 
migrated rt2 tickets to rt3.

Short of that, can anyone shed some light on how the old schema maps to 
the new, and how data might be converted from one to the other.  Just 
thought I'd check before jumping in.

Thanks,

Tony Lincoln
Lawrence Berkeley Laboratory


From trs at bestpractical.com  Tue Aug  2 14:55:37 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 02 Aug 2005 14:55:37 -0400
Subject: [rt-users] Ticket Migration 3.0.8 -> 3.4.2
In-Reply-To: <42EFC0AC.2050702@lbl.gov>
References: <42EFC0AC.2050702@lbl.gov>
Message-ID: <42EFC1A9.2030409@bestpractical.com>

Anthony Lincoln wrote:
> I'm in the process of upgrading 3.0.8 to 3.4.2, and I wonder if there's 
> a ticket migration utility out there along the lines of the one that 
> migrated rt2 tickets to rt3.

Read the section of the README that talks about upgrading from RT 3.0 or 
newer.  It should be fairly straightforward.

> Short of that, can anyone shed some light on how the old schema maps to 
> the new, and how data might be converted from one to the other.  Just 
> thought I'd check before jumping in.

All the schema changes are kept in rt/etc/upgrade//.

Tom


From jparsons-lists at saffron.net  Tue Aug  2 15:07:51 2005
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Tue, 2 Aug 2005 15:07:51 -0400
Subject: [rt-users] RT 3.4.2 custom fields defaulting to value '1'
Message-ID: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net>


After upgrading RT from 3.4.1 to 3.4.2, I'm finding that "enter one  
value" and "select one value" custom fields are defaulting to a value  
of '1' (instead of empty).  For example, I have a "select one value"  
transaction custom-field called 'severity', with values: 'normal',  
'urgent', or '(no value)'.  When '(no value)' is selected, and the  
transaction is saved, the transaction displays with a severity of  
'1' (which is obviously bogus).

If the field is actually set (eg, I choose 'normal'), then it works  
properly -- there seems to only be a problem when the field is not set.

Has anyone else observed this issue?

Thank you.
  - Jason Parsons




From anner at blast.com  Tue Aug  2 16:02:05 2005
From: anner at blast.com (Anne Ramey)
Date: Tue, 02 Aug 2005 16:02:05 -0400
Subject: [rt-users] You're almost there!
In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F9@eiedbnt502>
References: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F9@eiedbnt502>
Message-ID: <42EFD13D.40807@blast.com>


Tomas Doyle XA (DL/LMI) wrote:
> Hi There,
> Ive been looking at your suggestions and have tried to apply them to my own configuration
> But every sigle change and addition i add to my configurations i end up on the almopst there page
> below is my configuration in HTTP.CONF
> 
> 
> 
> ServerName mydomain.se
> DocumentRoot /requesttracker/rt-3.2.3/html
> AddDefaultCharset UTF-8
> PerlModule Apache::DBI
> PerlRequire /requesttracker/rt-3.2.3/bin/webmux.pl
> Alias /rt "/requesttracker/rt-3.2.3/html"
> 
> SetHandler perl-script
> PerlHandler RT::Mason
> 
> 
> 
> 
> and in RT_SiteConfig.pm
> 
> 
> Set($WebPath , "/rt");
> 
> # This is the Scheme, server and port for constructing urls to webrt
> # $WebBaseURL doesn't need a trailing /
> 
> 
> Set($WebBaseURL , "http://1xx.1xx.1xx.1xx:80");
> 
> Set($WebURL , $WebBaseURL . $WebPath . "/rt");
> 
> 
> i just am flabbergasted and lost please any suggestions are greatly appreciated
> 
> in the browser im typing http://1xx.1xx.1xx.1xx/rt
> and im re directed to the http://bestpractical.com/rt/rt-broken-install.html page
> 
> Thanks RT Users

Do you continue to get the same error in your apache logs?  What is that 
error?

Anne


From rmreis at cpqd.com.br  Tue Aug  2 16:09:03 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Tue, 2 Aug 2005 17:09:03 -0300
Subject: [rt-users] RT 3.4.2 + RTFM 2.0.4: URL ERROR in Relationship
Message-ID: 

Hello All,

When I make test without use $WebPath and $WebBaseURL, all relationship between an article and a ticket works fine, but if I set these variables ($WebPath = "/rthelp" and $WebBaseURL = "www.domain.com"), relationships appears like this: "https://www.domain.com/rthelp/Ticket/www.domain.com/rtpm//RTFM/Article/Display.html?id=1"

And, off course, it doesn't work.... Well, I tried many things, but this kind of error just appear in relationships between an article and a ticket. What is going wrong?!

Thank's so much!!

Regards,

Rodolfo de Moraes Reis
Diretoria de Solu??es de
Intelig?ncia de Neg?cios
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986
Fax: +55 19 3705-6786
rmreis at cpqd.com.br
www.cpqd.com.br


From Rich.West at wesmo.com  Tue Aug  2 16:24:40 2005
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 02 Aug 2005 16:24:40 -0400
Subject: [rt-users] standalone_httpd
In-Reply-To: <20050802160605.GD1614@chaka.net>
References: <42EF8904.8030006@wesmo.com>	<20050802151253.GF10688@bestpractical.com>	<1122996050.15038.4.camel@moola.futuresource.com>
	<20050802160605.GD1614@chaka.net>
Message-ID: <42EFD688.3060602@wesmo.com>

>
>
>>Is this efficient enough to use as the standard way of running RT?  It
>>might eliminate a lot of installation problems and if you wanted it
>>as a virtual host you could easily run on an odd port number and play
>>some tricks with Apache's ProxyPass or RewriteRules to hide the fact
>>that it isn't the same web server.
>>    
>>

The standalone httpd server definitely makes it easier to 
manage/maintain.  A simple ProxyPass and ProxyPassReverse pair of rules 
handles things quite nicely.

>Unless things have changed, standalone is single threaded. That means
>it can only process one request at a time. If someone runs a long
>query everyone else will be waiting.
>

Unfortunately, this is true.  It is single threaded, and it can be a 
huge performance hit.

-Rich


From anthony.meo at bt.com  Tue Aug  2 16:55:52 2005
From: anthony.meo at bt.com (anthony.meo at bt.com)
Date: Tue, 2 Aug 2005 21:55:52 +0100
Subject: [rt-users] Changing default html page from index.html to something
	else
Message-ID: <29E8239D02CA5540ABE35F49D3D99A63041FDC86@i2km96-ukbr.domain1.systemhost.net>

Using FastCgi

How would I have RT send people to "index2.html" if they "GET /"

Cant seem to do this in apache config because script alias is handling /
and giving control to the fast cgi process.

Best,
->Anthony

  Anthony Meo
 Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184____________
(p) 617.801.6636   (c) 617.429.9356
(f ) 617.801.6604
anthony.meo at btci.com
  

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From tbeattie at boingo.com  Tue Aug  2 17:04:34 2005
From: tbeattie at boingo.com (Trevin Beattie)
Date: Tue, 02 Aug 2005 14:04:34 -0700
Subject: [rt-users] RT 3.4.2 + RTFM 2.0.4: URL ERROR in Relationship
In-Reply-To: 
References: 
Message-ID: <1123016674.6623.28.camel@ernie.boingo.com>

In my RT_SiteConfig.pm, the $WebBaseURL starts with "http://".
Without that prefix, your URL is actually coming out as
"www.domain.com/rtpm//RTFM/Article/Display.html?id=1", which your
browser interprets as a relative URL and tacks onto the end of the
current directory ("https://www.domain.com/rthelp/Ticket/").

-- Trevin

On Tue, 2005-08-02 at 17:09 -0300, Rodolfo de Moraes Reis wrote:
> Hello All,
> 
> When I make test without use $WebPath and $WebBaseURL, all relationship between an article and a ticket works fine, but if I set these variables ($WebPath = "/rthelp" and $WebBaseURL = "www.domain.com"), relationships appears like this: "https://www.domain.com/rthelp/Ticket/www.domain.com/rtpm//RTFM/Article/Display.html?id=1"
> 
> And, off course, it doesn't work.... Well, I tried many things, but this kind of error just appear in relationships between an article and a ticket. What is going wrong?!
> 
> Thank's so much!!
> 
> Regards,
> 
> Rodolfo de Moraes Reis




From rt_ns at yahoo.com  Tue Aug  2 17:28:46 2005
From: rt_ns at yahoo.com (RT NS)
Date: Tue, 2 Aug 2005 14:28:46 -0700 (PDT)
Subject: [rt-users] Error 500: Misconfigured error message
Message-ID: <20050802212846.29518.qmail@web32509.mail.mud.yahoo.com>

Hi
 
I'm getting an error 500 message when I try to display the RT web interface.  I took a look at my Apache error log (/var/logs/error_log), and found the following error message.
 
[Tue Aug  2 20:58:47 2005] [warning]: [Mason] Cannot resolve file to component: /opt/rt3/local/html/index.html (is file outside component root?) at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 847.
 
In my httpd.conf file, I wrote the following:
 
Alias /helpdesk /opt/rt3/local/html

    AddDefaultCharset UTF-8
    PerlRequire /opt/rt3/bin/webmux.pl
    Options Indexes MultiViews
    AllowOverride None
    Order allow,deny
    Allow from all

    
            SetHandler perl-script
            PerlHandler RT::Mason
    
 
Any suggestions on getting RT to run again?  Thanks for any help!

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
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From scottf at eacceleration.com  Tue Aug  2 19:19:10 2005
From: scottf at eacceleration.com (Scott Frisbie)
Date: Tue, 02 Aug 2005 16:19:10 -0700
Subject: [rt-users] Creating Subclasses in RTFM
Message-ID: <1123024750.21776.11.camel@scottf.site>

Has anyone come up with a way to make subclasses for articles within
RTFM? Our number of articles is quickly becoming unwieldy and we would
like to have classes and subclasses to make the articles a little easier
to find. For example: a Class of  'Employees' with subclasses of
'legal', 'system setup', etc.. Right now there is only the custom field
option, but it would be nice to be able to look for an article by
clicking on the class and then having the subclasses appear underneath,
much like the menu items in the left side navigation bar. I haven't come
across anything so far in any of the docs or mailing list archives, but
maybe I just haven't found it yet. It looks like a little modification
to the FM_Classes table is in order, as well as changes to the Overlays
in  /opt/rt3/lib/RT/FM . Before I put a whole lot of time into this
( I'm not a real whiz at perl ), I was wondering if anyone else had come
up with anything along these lines so as not to reinvent the wheel.
TIA

-- 
Thanks!
Scott Frisbie (Friz) 8^)
scottf at eAcceleration.com

--
You may dispense with the pleasantries, Commander.
I'm here to put you back on schedule.
            Darth Vader, Return of the Jedi
--
icq - 245113995



From alexmv at bestpractical.com  Tue Aug  2 19:33:06 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 02 Aug 2005 19:33:06 -0400
Subject: [rt-users] Creating Subclasses in RTFM
In-Reply-To: <1123024750.21776.11.camel@scottf.site>
References: <1123024750.21776.11.camel@scottf.site>
Message-ID: <1123025586.28677.13.camel@zoq-fot-pik.mit.edu>

On Tue, 2005-08-02 at 16:19 -0700, Scott Frisbie wrote: 
> Has anyone come up with a way to make subclasses for articles within
> RTFM?

The 2.1 branch of RTFM contains the concept of "Topics" within a class,
which nest arbitrarily.  Classes can belong to as many or as few topics
as they want.  It is possible to browse these topics, as well as search
based on them.  It sounds like this might do for what you have in mind
- Alex


From bwbadger at gmail.com  Tue Aug  2 19:34:17 2005
From: bwbadger at gmail.com (Bruce Badger)
Date: Wed, 3 Aug 2005 09:34:17 +1000
Subject: [rt-users] Public read-only acccess to tickets
Message-ID: <6647dab50508021634ae8d4d4@mail.gmail.com>

Is there any way to grant public read-only access to an RT web site
such that anyone can see what open tickets there are and who is
working on them?

Thanks, and sorry if this is in the FAQ (I did look, but did not see
anything on public access).

    Bruce


From scottf at eacceleration.com  Tue Aug  2 20:18:34 2005
From: scottf at eacceleration.com (Scott Frisbie)
Date: Tue, 02 Aug 2005 17:18:34 -0700
Subject: [rt-users] Creating Subclasses in RTFM
In-Reply-To: <1123025586.28677.13.camel@zoq-fot-pik.mit.edu>
References: <1123024750.21776.11.camel@scottf.site>
	<1123025586.28677.13.camel@zoq-fot-pik.mit.edu>
Message-ID: <1123028314.21776.23.camel@scottf.site>

That sounds promising. I'm running 2.0.4 right now. OK, found the 2.1
branch in the repository. Off to download and test. 
Thanks!
Scott 


On Tue, 2005-08-02 at 19:33 -0400, Alex Vandiver wrote:
> On Tue, 2005-08-02 at 16:19 -0700, Scott Frisbie wrote: 
> > Has anyone come up with a way to make subclasses for articles within
> > RTFM?
> 
> The 2.1 branch of RTFM contains the concept of "Topics" within a class,
> which nest arbitrarily.  Classes can belong to as many or as few topics
> as they want.  It is possible to browse these topics, as well as search
> based on them.  It sounds like this might do for what you have in mind
> - Alex

--
You may dispense with the pleasantries, Commander.
I'm here to put you back on schedule.
            Darth Vader, Return of the Jedi
--

icq - 245113995



From trs at bestpractical.com  Tue Aug  2 22:23:08 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Tue, 02 Aug 2005 22:23:08 -0400
Subject: [rt-users] Public read-only acccess to tickets
In-Reply-To: <6647dab50508021634ae8d4d4@mail.gmail.com>
References: <6647dab50508021634ae8d4d4@mail.gmail.com>
Message-ID: <42F02A8C.6060903@bestpractical.com>

Bruce Badger wrote:
> Is there any way to grant public read-only access to an RT web site
> such that anyone can see what open tickets there are and who is
> working on them?

There's no "official" way/option/etc at the moment, though something may
be in the works for the rt.cpan.org migration we're doing.  For now I
suggest you create a user "guest" with password "guest" and publicize
that on the login page.  Make sure the guest user only has rights to see
things, not modify stuff (including itself, so guests can't change the
password and lock other guests out).

Cheers,
Tom

(Forgot to send to the list the first time...)


From bdunn at bdunn.com  Wed Aug  3 03:59:14 2005
From: bdunn at bdunn.com (Billy Dunn)
Date: Wed, 3 Aug 2005 02:59:14 -0500
Subject: [rt-users] Problem with 3.5.2
Message-ID: <11DA86AD-7212-49A8-ADD6-7D29FC43EA42@bdunn.com>

I have upgraded to 3.5.2 and I'm having a strange error on the home  
page just under "RT at a Glance".  I can't find any information about  
this one after hours and hours of searching.  Has anyone seen this?

------------------------------------------------------------------------ 
-----------

System error
error:      Can't call method "Content" on an undefined value at /opt/ 
rt3/share/html/Elements/MyRT line 76.
context:
...
72:
73:      unless (exists $session{'my_rt_portlets'}) {
74:      my ($d_portlets) = RT::System->new($session{'CurrentUser'})- 
 >Attributes->Named('HomepageSettings');
75:      my $user = $session{'CurrentUser'}->UserObj;
76:      $session{'my_rt_portlets'} = $user->Preferences 
('HomepageSettings', $d_portlets->Content);
77:      }
78:
79:      my $portlets = $session{'my_rt_portlets'};
80:
...
code stack:      /opt/rt3/share/html/Elements/MyRT:76
/opt/rt3/share/html/index.html:81
/opt/rt3/share/html/autohandler:248





raw error

Can't call method "Content" on an undefined value at /opt/rt3/share/ 
html/Elements/MyRT line 76.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method  
"Content" on an undefined value at /opt/rt3/share/html/Elements/MyRT  
line 76.^J') called at /opt/rt3/share/html/Elements/MyRT line 76
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.5/ 
HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0x9d2ae84)') called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
Request.pm line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x9d2ae84)')  
called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line  
1068
HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/ 
html/index.html line 81
HTML::Mason::Commands::__ANON__('pass', 'walkonwater', 'user',  
'bdunn', 'pass', 'walkonwater', 'user', 'bdunn') called at /usr/lib/ 
perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0x9e0a47c)', 'pass', 'walkonwater', 'user', 'bdunn', 'pass',  
'walkonwater', 'user', 'bdunn') called at /usr/lib/perl5/vendor_perl/ 
5.8.5/HTML/Mason/Request.pm line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x9e0a47c)',  
'pass', 'walkonwater', 'user', 'bdunn', 'pass', 'walkonwater',  
'user', 'bdunn') called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/ 
Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'pass', 'walkonwater',  
'user', 'bdunn', 'pass', 'walkonwater', 'user', 'bdunn') called at / 
usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next 
('HTML::Mason::Request::ApacheHandler=HASH(0x9e0b60c)', 'pass',  
'walkonwater', 'user', 'bdunn') called at /opt/rt3/share/html/ 
autohandler line 248
HTML::Mason::Commands::__ANON__('pass', 'walkonwater', 'user',  
'bdunn') called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH 
(0x98a450c)', 'pass', 'walkonwater', 'user', 'bdunn') called at /usr/ 
lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1069
eval {...}('HTML::Mason::Component::FileBased=HASH(0x98a450c)',  
'pass', 'walkonwater', 'user', 'bdunn') called at /usr/lib/perl5/ 
vendor_perl/5.8.5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'pass',  
'walkonwater', 'user', 'bdunn') called at /usr/lib/perl5/vendor_perl/ 
5.8.5/HTML/Mason/Request.pm line 338
eval {...}(undef, undef, undef, 'pass', 'walkonwater', 'user',  
'bdunn') called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
Request.pm line 338
eval {...}(undef, undef, undef, 'pass', 'walkonwater', 'user',  
'bdunn') called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH 
(0x9e0b60c)') called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
ApacheHandler.pm line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9e0b60c)')  
called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ 
ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec 
('HTML::Mason::Request::ApacheHandler=HASH(0x9e0b60c)') called at / 
usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827
HTML::Mason::ApacheHandler::handle_request 
('HTML::Mason::ApacheHandler=HASH(0x91eb30c)', 'Apache=SCALAR 
(0x9d08744)') called at /opt/rt3/bin/webmux.pl line 127
eval {...}('HTML::Mason::ApacheHandler=HASH(0x91eb30c)',  
'Apache=SCALAR(0x9d08744)') called at /opt/rt3/bin/webmux.pl line 127
eval {...}('HTML::Mason::ApacheHandler=HASH(0x91eb30c)',  
'Apache=SCALAR(0x9d08744)') called at /dev/null line 0




From tomas.xa.doyle at ericsson.com  Wed Aug  3 07:26:50 2005
From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI))
Date: Wed, 3 Aug 2005 13:26:50 +0200 
Subject: [rt-users] You're almost there!
Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8370A@eiedbnt502>

Hi Anne,

Thanks for taking an interest

>Do you continue to get the same error in your apache logs?  What is that 
>error?

The logs file contain no information on the problem the last log is from restarting apache

[Wed Aug 03 12:13:43 2005] [notice] Digest: done
[Wed Aug 03 12:13:43 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK
[Wed Aug 03 12:13:43 2005] [notice] LDAP: SSL support unavailable
[Wed Aug 03 12:13:43 2005] [notice] mod_python: Creating 32 session mutexes based on 150 max processes and 0 max threads.
[Wed Aug 03 12:13:43 2005] [notice] Apache/2.0.49 (Fedora) configured -- resuming normal operations
~

I removed the alias /rt from the httpd.conf file


ServerName xxxx.xxx.xxx.ericsson.se
DocumentRoot /requesttracker/rt-3.2.3/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /requesttracker/rt-3.2.3/bin/webmux.pl
PerlSetVar MasonArgsMethod CGI

#Alias /rt "/requesttracker/rt-3.2.3/html"
#


SetHandler perl-script
PerlHandler RT::Mason




But if i type into the browser the url xxxx.xxx.xxx.ericsson.se/rt (i know it doesnt exist) this page is opened


System error

error:  Component path given to Interp->load must be absolute (was given ) 
context:  ...   
194:  if (!ref($request_comp)) { 
195:  $request_comp =~ s{/+}{/}g; 
196:  $self->{top_path} = $path = $request_comp; 
197:   
198:  search: { 
199:  $request_comp = $self->interp->load($path); 
200:   
201:  last search unless $self->use_dhandlers; 
202:   
...   
 
code stack:  /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:198
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:166
/usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:275
/usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:353
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:222
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:216
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm:127
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm:76
/requesttracker/rt-3.2.3/bin/mason_handler.fcgi:75
 
raw error

and if i put in the correct address xxxx.xxx.xxx.ericsson.se

im brought to the page YOUR ALMOST THERE and then redirected to the page http://bestpractical.com/rt/rt-broken-install.html

lost is an understatment

Any help greatly appreciated

Kind Regards

Tomas Doyle


From Bruce.Rudd at datadirect.com  Wed Aug  3 08:14:36 2005
From: Bruce.Rudd at datadirect.com (Bruce Rudd)
Date: Wed, 3 Aug 2005 08:14:36 -0400
Subject: [rt-users] sendmail aliases
Message-ID: 

I don't have an aliases file in /etc/mail just in /etc.  What I am
trying to figure out is why I can change /etc/aliases I don't see those
changes reflected in the maillog.  I found my changes at some point
because I added the lines that I see in there but when I edit them
nothing changes.

Is sendmail saving another copy of this somewhere?

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer's Forums
You may reach a SupportLink Engineer at (888) 332-6797

 

-----Original Message-----
From: Antonio Bemfica [mailto:antonio at bemfi.ca] 
Sent: Tuesday, August 02, 2005 12:13 PM
To: rt-users at lists.bestpractical.com
Cc: Bruce Rudd
Subject: Re: [rt-users] sendmail aliases

I got it to work by adding the following to /etc/mail/aliases:

        ### Aliases for RT
        rt: "|rt-mailgate --debug --queue 'Unit W.O.' --action
        correspond --url http://rt.localhost/"
        rt-comment: "|rt-mailgate --queue 'Unit W.O.' --action comment
        --url http://rt.localhost/"
        
and the following to /etc/hosts:

        127.0.0.1               rt.localhost localhost.my.domain

and finally the following:

        ServerAlias rt.localhost
        
to the rt VirtualHost section in the apache httd.conf file.

This may seem quite convoluted, but it is what I had to do to get around
the fact that my RT server is behind a firewall that does some "fancy"
port redirecting to an internal network...

A.

On Tue, 2005-08-02 at 11:29 -0400, Bruce Rudd wrote:

> I have modified /etc/aliases to reflect the correct url of my server
but
> I looked in /var/log/maillog and it doess not seem to be picking up
the
> change.  I tried running newaliases but it did not seem to help.  I am
> assuming that this is cached somewhere but I am not sure where.  
> 
> Any ideas on what I need to do to have my changes picked up?
> 
> 
> Below is my /var/log/maillog.  The value "--url http://rt.nc-soleng1"
> that is is picking up is not what is in my /etc/aliases file.
> 
> Thanks,
> Bruce
> 
> Aug  2 10:29:18 rt sendmail[1929]: j72ETIcX001929: from=root,
size=546,
> class=0, nrcpts=1, msgid=<200508021429.j72ETIcX001929 at rt.nc-soleng1>,
> relay=root at localhost 
> 
> Aug  2 10:29:18 rt sendmail[1929]: j72ETIcX001929:
> to=root at localhost.localdomain, ctladdr=root (0/0), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=30546, relay=[127.0.0.1]
[127.0.0.1],
> dsn=4.0.0, stat=Deferred: Connection refused by [127.0.0.1] 
> 
> Aug  2 10:29:22 rt sendmail[2076]: alias database /etc/aliases rebuilt
> by root 
> 
> Aug  2 10:29:22 rt sendmail[2076]: /etc/aliases: 80 aliases, longest
106
> bytes, 1023 bytes total 
> 
> Aug  2 10:29:22 rt sendmail[2081]: starting daemon (8.13.1):
> SMTP+queueing at 01:00:00 
> 
> Aug  2 10:29:22 rt sm-msp-queue[2089]: starting daemon (8.13.1):
> queueing at 01:00:00 
> 
> Aug  2 10:29:22 rt sendmail[2091]: j72ETMQS002091:
> from=, size=826, class=0, nrcpts=1,
> msgid=<200508021429.j72ETIcX001929 at rt.nc-soleng1>, proto=ESMTP,
> daemon=MTA, relay=rt.nc-soleng1 [127.0.0.1] 
> 
> Aug  2 10:29:23 rt sm-msp-queue[2090]: j72ETIcX001929:
> to=root at localhost.localdomain, ctladdr=root (0/0), delay=00:00:05,
> xdelay=00:00:01, mailer=relay, pri=120546, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (j72ETMQS002091 Message accepted for
> delivery) 
> 
> Aug  2 10:29:23 rt sendmail[2103]: j72ETMQS002091:
> to=, ctladdr= (0/0),
> delay=00:00:01, xdelay=00:00:00, mailer=local, pri=31038, dsn=2.0.0,
> stat=Sent 
> 
> Aug  2 10:29:25 rt sendmail[2082]: j71KvcnG021991:
> to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.nc-soleng1, ctladdr= (8/0),
delay=17:31:47,
> xdelay=00:00:03, mailer=prog, pri=2640480, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL 
> 
> Aug  2 10:29:29 rt sendmail[2082]: j71Kue4C021984:
> to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.nc-soleng1, ctladdr= (8/0),
delay=17:32:49,
> xdelay=00:00:04, mailer=prog, pri=2640508, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL 
> 
> Aug  2 11:06:30 rt sendmail[3059]: j72F6UGv003059: from=apache,
> size=1200, class=-60, nrcpts=1,
> msgid=,
> relay=apache at localhost 
> 
> Aug  2 11:06:30 rt sendmail[3060]: j72F6UZ4003060:
> from=, size=1391, class=-60, nrcpts=1,
> msgid=, proto=ESMTP,
> daemon=MTA, relay=rt.nc-soleng1 [127.0.0.1] 
> 
> Aug  2 11:06:30 rt sendmail[3059]: j72F6UGv003059:
> to=bruce.rudd at datadirect.com, ctladdr=apache (48/48), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=139200, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (j72F6UZ4003060 Message accepted for
> delivery) 
> 
> Aug  2 11:06:30 rt sendmail[3062]: j72F6UZ4003060:
> to=, ctladdr=
(48/48),
> delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=229391,
> relay=mail04.americas.progress.com. [10.30.140.15], dsn=2.0.0,
stat=Sent
> (  Queued mail for
> delivery)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From Srinivas.Balan at Sierraatlantic.com  Wed Aug  3 08:24:39 2005
From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan)
Date: Wed, 3 Aug 2005 05:24:39 -0700 
Subject: [rt-users] You're almost there!
Message-ID: <6F8DCE5A917BD611A0E0009027B6F905062B13A7@ns.sierraopt.com>

Thanks it worked.

Regards,
Srinivas Balan

-----Original Message-----
From: Trevin Beattie [mailto:tbeattie at boingo.com]
Sent: Monday, August 01, 2005 10:17 PM
To: Srinivas Balan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] You're almost there!


Are you using Apache 2?  If so, you may use the config file I wrote as a
starting point when I was building an RPM of RT.  See below:

-------- cut --------
# Apache configuration section for RT3
#
# If you are going to run rt3 in its own virtual domain,
# uncomment the following and comment out the next section.
#
#
#    ServerName rt3.yourdomain.com
#    DocumentRoot /usr/rt3/html
#    AddDefaultCharset UTF-8
#
#    # This line applies to Apache2+mod_perl2 only
#    #PerlModule Apache2 Apache::compat
#
#    PerlModule Apache::DBI
#    PerlRequire /usr/bin/webmux.pl
#
#    
#	SetHandler perl-script
#	PerlHandler RT::Mason
#    
#

#
# If you are going to install rt3 as a subdirectory of your domain
# rather than the root of a virtual domain, comment out the above
# and uncomment the following:
#

Alias /rt3 "/usr/rt3/html"

PerlModule Apache::DBI
PerlRequire /usr/bin/webmux.pl


    AllowOverride All
    Options ExecCGI FollowSymLinks
    
	Order allow,deny
	Allow from all
    



    RewriteEngine On
    RedirectMatch permanent (.*)/$ $1/index.html
    AddDefaultCharset UTF-8
    SetHandler perl-script
    PerlHandler RT::Mason


# In addition, edit your /etc/rt3/RT_SiteConfig.pm file and change
$WebPath to:
#	$WebPath = "/rt3";
-------- cut --------

-- Trevin Beattie

On Mon, 2005-08-01 at 04:47 -0700, Srinivas Balan wrote:
> Hi,
> 
> Followed the documentation of William Harrison
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> all went well but when I click at the url it says :
> You're almost there!
> You haven't yet configured your webserver to run RT. You appear to have
> installed RT's web interface correctly, but haven't yet configured your
web
> server to "run" the RT server which powers the web interface. The next
step
> is to edit your webserver's configuration file to instruct it to use RT's
> mod_perl, fastcgi or speedycgi handler. If you need commercial support,
> please contact us at sales at bestpractical.com. 
> Looking for help regarding this....
> 
> Regards,
> Srinivas Balan
> "The information contained in this message and the attachments (if any)
may
> be privileged and confidential and protected from disclosure. You are
hereby
> notified that any unauthorized use, dissemination, distribution or copying
> of this communication, review, retransmission, or taking of any action
based
> upon this information, by persons or entities other than the intended
> recipient, is strictly prohibited. If you are not the intended recipient
or
> an employee or agent responsible for delivering this message, and have
> received this communication in error, please notify us immediately by
> replying to the message and kindly delete the original message,
attachments,
> if any, and all its copies from your computer system. Thank you for your
> cooperation."
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
"The information contained in this message and the attachments (if any) may
be privileged and confidential and protected from disclosure. You are hereby
notified that any unauthorized use, dissemination, distribution or copying
of this communication, review, retransmission, or taking of any action based
upon this information, by persons or entities other than the intended
recipient, is strictly prohibited. If you are not the intended recipient or
an employee or agent responsible for delivering this message, and have
received this communication in error, please notify us immediately by
replying to the message and kindly delete the original message, attachments,
if any, and all its copies from your computer system. Thank you for your
cooperation."


From les at futuresource.com  Wed Aug  3 08:40:04 2005
From: les at futuresource.com (Les Mikesell)
Date: Wed, 03 Aug 2005 07:40:04 -0500
Subject: [rt-users] sendmail aliases
In-Reply-To: 
References: 
Message-ID: <1123072804.13485.24.camel@les-home.futuresource.com>

On Wed, 2005-08-03 at 07:14, Bruce Rudd wrote:
> I don't have an aliases file in /etc/mail just in /etc.  What I am
> trying to figure out is why I can change /etc/aliases I don't see those
> changes reflected in the maillog.  I found my changes at some point
> because I added the lines that I see in there but when I edit them
> nothing changes.
> 
> Is sendmail saving another copy of this somewhere?

Sendmail is infinitely configurable so no one can answer this
without knowing more about your system.  If you can find
the sendmail.mc file you should see:
  define(`ALIAS_FILE', `/etc/aliases')dnl
or in sendmail.cf:
  O AliasFile=/etc/aliases
You may or may not have to run 'newaliases' before changes
are updated in the dbm database used by the running sendmail.
You should not have to restart sendmail.  Check that
/etc/aliases.db is the same age or newer than /etc/aliases.

Also, note that already-queued messages that have been
tempfailed will not check aliases again during the
next delivery attempt.

-- 
  Les Mikesell
   les at futuresource.com




From notoriousrev at hotmail.com  Wed Aug  3 10:27:28 2005
From: notoriousrev at hotmail.com (Dave Walters)
Date: Wed, 03 Aug 2005 14:27:28 +0000
Subject: [rt-users] Ticket Creation Failed
Message-ID: 

I have a problem with just 2 users within my organisation. Whenever either 
send an e-mail to any RT queue they always get a "Ticket Creation Failed" 
message back with no other info.

Both users are priviledged and are allowed to access WebRT. One user was 
created through the WebUI and the other was originally auto-created. All the 
queues they try to create tickets in have "Everyone" set with "create 
ticket" rights.

I "inherited" this sytem so I don't know when these users stopped being able 
to submit tickets by e-mail.

RT version is 3.0.7 running on FreeBSD 5.2.1

Thanks,

DW




From steve.rieger at tbwachiat.com  Wed Aug  3 10:57:02 2005
From: steve.rieger at tbwachiat.com (Steve Rieger)
Date: Wed, 3 Aug 2005 10:57:02 -0400
Subject: [rt-users] (no subject)
Message-ID: 

[Wed Aug  3 14:40:27 2005] [warning]: RT::Handle=HASH(0xaaea7b8)  
couldn't execute the query 'INSERT INTO Transactions (OldValue,  
NewReference, OldReference, NewValue, Creator, ObjectId, Field, Type,  
ReferenceType, Created, Data, ObjectType) VALUES  
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/ 
site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.

[Wed Aug  3 14:40:27 2005] [debug]: About to think about scrips for  
transaction # (/usr/local/rt34/lib/RT/Transaction_Overlay.pm:154)
[Wed Aug  3 14:40:27 2005] [warning]: Transaction Created (/usr/local/ 
rt34/lib/RT/Record.pm:1441)
[Wed Aug  3 14:40:27 2005] [warning]: DBD::mysql::st execute failed:  
Unknown column 'NewReference' in 'field list' at /usr/local/lib/perl5/ 
site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.
  (/usr/local/rt34/lib/RT.pm:277)
[Wed Aug  3 14:40:27 2005] [warning]: RT::Handle=HASH(0xaaea7b8)  
couldn't execute the query 'INSERT INTO Transactions (OldValue,  
NewReference, OldReference, NewValue, Creator, ObjectId, Field, Type,  
ReferenceType, Created, Data, ObjectType) VALUES  
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/ 
site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.
  (/usr/local/rt34/lib/RT.pm:277)
[Wed Aug  3 14:40:27 2005] [crit]: RT::Attachment->Create couldn't,  
as you didn't specify a transaction
  (/usr/local/rt34/lib/RT/Attachment_Overlay.pm:146)
[Wed Aug  3 14:40:27 2005] [debug]: About to think about scrips for  
transaction # (/usr/local/rt34/lib/RT/Transaction_Overlay.pm:154)
[Wed Aug  3 14:40:27 2005] [debug]: About to prepare scrips for  
transaction # (/usr/local/rt34/lib/RT/Transaction_Overlay.pm:158)
[Wed Aug  3 14:40:27 2005] [debug]: Found 4 scrips (/usr/local/rt34/ 
lib/RT/Scrips_Overlay.pm:354)
[Wed Aug  3 14:40:27 2005] [debug]: About to commit scrips for  
transaction # (/usr/local/rt34/lib/RT/Transaction_Overlay.pm:167)
[Wed Aug  3 14:40:27 2005] [warning]: Transaction Created (/usr/local/ 
rt34/lib/RT/Record.pm:1441)
[Wed Aug  3 14:40:27 2005] [error]: Ticket couldn't be created:  (/ 
usr/local/rt34/lib/RT/Ticket_Overlay.pm:738)
[Wed Aug  3 14:40:27 2005] [error]: WebRT: Ticket could not be  
created due to an internal error () (/usr/local/rt34/share/html/ 
Elements/Error:76)



some pointers please



upgraded from rt 3.4 to 3.4.2 did a make upgrade, but cant create any  
tickets

--
Steve Rieger
AIM chozrim
ICQ 53956607
Cell 646 335 8915
steve.rieger at tbwachiat.com




This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure.  Dissemination, distribution or copying of this e-mail or the information herein by anyone other than the intended recipient, or an employee or agent responsible for delivering the message to the intended recipient, is strictly prohibited.  All contents are the copyright property of TBWA\Chiat\Day, its agencies or a client of such agencies.  If you are not the intended recipient, you are nevertheless bound to respect the worldwide legal rights of TBWA\Chiat\Day, its agencies and its clients.  We require that unintended recipients delete the e-mail and destroy all electronic copies in their system, retaining no copies in any media.  If you have received this e-mail in error, please immediately notify us via e-mail to disclaimer at tbwachiat.com.  We appreciate your cooperation.

We make no warranties as to the accuracy or completeness of this e-mail and accept no liability for its content or use.  Any opinions expressed in this e-mail are those of the author and do not necessarily reflect the opinions of TBWA\Chiat\Day or any of its agencies or affiliates.




From Joerg.Ungermann at web.de  Wed Aug  3 11:31:40 2005
From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=)
Date: Wed, 03 Aug 2005 17:31:40 +0200
Subject: [rt-users] Customizinmg History
Message-ID: <744397050@web.de>



Thanx,
i just found out.
It is in the Transactions list.


J?rg Ungermann  schrieb am 02.08.05 15:51:19:
> 
> 
> Dear Rt Users
> 
>  want to change colors in the history list according to my changes in showsummary
> I just did not find the right place.
> Can you help?
> 
> Thanx
> 
> Joerg
> 
> _________________________________________________________________________
> Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle 
> Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


_______________________________________________________________
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From alexmv at bestpractical.com  Wed Aug  3 11:38:06 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 03 Aug 2005 11:38:06 -0400
Subject: [rt-users] (no subject)
In-Reply-To: 
References: 
Message-ID: <1123083486.28659.52.camel@zoq-fot-pik.mit.edu>

On Wed, 2005-08-03 at 10:57 -0400, Steve Rieger wrote:
> Unknown column 'NewReference' in 'field list'
> [snip]
> some pointers please

It looks like you're upgrading from something earlier than 3.3.0, not
from 3.4 -- 3.4 already contains a "NewReference" column.  Please read
the README file that comes with the distribution, specifically the part
labeled 'If you're upgrading from RT 3.0 or newer'.  'make upgrade' does
not upgrade your database tables; you will need to run rt-setup-database
to do that.
 - Alex


From steve.rieger at tbwachiat.com  Wed Aug  3 11:56:33 2005
From: steve.rieger at tbwachiat.com (Steve Rieger)
Date: Wed, 3 Aug 2005 11:56:33 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <1123083486.28659.52.camel@zoq-fot-pik.mit.edu>
References: 
	<1123083486.28659.52.camel@zoq-fot-pik.mit.edu>
Message-ID: <30DFF730-1EFA-46A9-8399-21ED9277E1BC@tbwachiat.com>

On Aug 3, 2005, at 11:38 AM, Alex Vandiver wrote:

> On Wed, 2005-08-03 at 10:57 -0400, Steve Rieger wrote:
>
>> Unknown column 'NewReference' in 'field list'
>> [snip]
>> some pointers please
>>
>
> It looks like you're upgrading from something earlier than 3.3.0, not
> from 3.4 -- 3.4 already contains a "NewReference" column.  Please read
> the README file that comes with the distribution, specifically the  
> part
> labeled 'If you're upgrading from RT 3.0 or newer'.  'make upgrade'  
> does
> not upgrade your database tables; you will need to run rt-setup- 
> database
> to do that.
>  - Alex


will i be able to save all my data in that case or not

This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure.  Dissemination, distribution or copying of this e-mail or the information herein by anyone other than the intended recipient, or an employee or agent responsible for delivering the message to the intended recipient, is strictly prohibited.  All contents are the copyright property of TBWA\Chiat\Day, its agencies or a client of such agencies.  If you are not the intended recipient, you are nevertheless bound to respect the worldwide legal rights of TBWA\Chiat\Day, its agencies and its clients.  We require that unintended recipients delete the e-mail and destroy all electronic copies in their system, retaining no copies in any media.  If you have received this e-mail in error, please immediately notify us via e-mail to disclaimer at tbwachiat.com.  We appreciate your cooperation.

We make no warranties as to the accuracy or completeness of this e-mail and accept no liability for its content or use.  Any opinions expressed in this e-mail are those of the author and do not necessarily reflect the opinions of TBWA\Chiat\Day or any of its agencies or affiliates.




From jamesc at exa.com  Wed Aug  3 11:32:09 2005
From: jamesc at exa.com (James Chamberlain)
Date: Wed, 3 Aug 2005 11:32:09 -0400 (EDT)
Subject: [rt-users] Public read-only acccess to tickets
In-Reply-To: <42F02A8C.6060903@bestpractical.com>
References: <6647dab50508021634ae8d4d4@mail.gmail.com>
	<42F02A8C.6060903@bestpractical.com>
Message-ID: 

On Tue, 2 Aug 2005, Thomas Sibley wrote:
> Bruce Badger wrote:
>> Is there any way to grant public read-only access to an RT web site
>> such that anyone can see what open tickets there are and who is
>> working on them?
>
> There's no "official" way/option/etc at the moment, though something may
> be in the works for the rt.cpan.org migration we're doing.  For now I
> suggest you create a user "guest" with password "guest" and publicize
> that on the login page.  Make sure the guest user only has rights to see
> things, not modify stuff (including itself, so guests can't change the
> password and lock other guests out).

I was going to approach this problem at a lower level.  If I've got this 
right, the default ACLs that RT sets up (at least for MySQL and PostgreSQL) 
specify that RT should be allowed to select, insert, update, and delete.  If 
instead the ACLs were modified so that RT could only select, I think that 
would accomplish the goal.  I haven't set this up yet, so I don't yet know 
yet how RT will handle this.  Perhaps that's a question for the list.  This 
technique will require two RT installations sharing one db - one internal, 
which has full permissions and will run rt-mailgate; and the other external, 
which will only be allowed to view.

James


From checkpoint at ozbergs.com  Wed Aug  3 12:18:18 2005
From: checkpoint at ozbergs.com (Stevo)
Date: Wed, 03 Aug 2005 09:18:18 -0700
Subject: [rt-users] Blank Ticket Emails
Message-ID: <42F0EE4A.5060407@ozbergs.com>

All,

When certain users create tickets by emailing RT, the auto generated 
ticket-open scrip (that goes to the AdminCCs) is blank (The Transaction 
Has No Content), however you can see the content when viewing the ticket 
via the WebUI.

Why does this happen only on certain tickets?  Is it the format that the 
email is sent in?

Stevo



From trs at bestpractical.com  Wed Aug  3 12:18:32 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 03 Aug 2005 12:18:32 -0400
Subject: [rt-users] Public read-only acccess to tickets
In-Reply-To: 
References: <6647dab50508021634ae8d4d4@mail.gmail.com>
	<42F02A8C.6060903@bestpractical.com>
	
Message-ID: <42F0EE58.2020505@bestpractical.com>

James Chamberlain wrote:
> I was going to approach this problem at a lower level.  If I've got this 
> right, the default ACLs that RT sets up (at least for MySQL and 
> PostgreSQL) specify that RT should be allowed to select, insert, update, 
> and delete.  If instead the ACLs were modified so that RT could only 
> select, I think that would accomplish the goal.  I haven't set this up 
> yet, so I don't yet know yet how RT will handle this.  Perhaps that's a 
> question for the list.  This technique will require two RT installations 
> sharing one db - one internal, which has full permissions and will run 
> rt-mailgate; and the other external, which will only be allowed to view.

I'm not sure how RT will react to this.  For one, it won't be able to 
store session information in the database, though it will still want 
users to log in (unless you cut that part out).  I doubt it will work as 
expected/desired, but have a go at it and see what happens.  :)

Tom


From Srinivas.Balan at Sierraatlantic.com  Wed Aug  3 12:56:19 2005
From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan)
Date: Wed, 3 Aug 2005 09:56:19 -0700 
Subject: [rt-users] RT not accepting mails  .....
Message-ID: <6F8DCE5A917BD611A0E0009027B6F905062B13B9@ns.sierraopt.com>

Hi,

Just installed RT when tried to send a mail to RT application below is the
error I notice in /var/logl/maillog

Aug  3 17:47:49 rtapps sendmail[438]: j73EsjZs031772: 
to="|/etc/smrsh/rt-mailgate --queue AppsDBA --action correspond --url
http://192.168.147.132/", 
ctladdr= (8/0), delay=06:53:04, xdelay=00:00:01,
mailer=prog, pri=1200620, 
dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with
EX_TEMPFAIL

Thanks in advance.

Regards,
Srinivas Balan
"The information contained in this message and the attachments (if any) may
be privileged and confidential and protected from disclosure. You are hereby
notified that any unauthorized use, dissemination, distribution or copying
of this communication, review, retransmission, or taking of any action based
upon this information, by persons or entities other than the intended
recipient, is strictly prohibited. If you are not the intended recipient or
an employee or agent responsible for delivering this message, and have
received this communication in error, please notify us immediately by
replying to the message and kindly delete the original message, attachments,
if any, and all its copies from your computer system. Thank you for your
cooperation."


From jamesc at exa.com  Wed Aug  3 13:53:12 2005
From: jamesc at exa.com (James Chamberlain)
Date: Wed, 3 Aug 2005 13:53:12 -0400
Subject: [rt-users] Public read-only acccess to tickets
In-Reply-To: <42F0EE58.2020505@bestpractical.com>
References: <6647dab50508021634ae8d4d4@mail.gmail.com>
	<42F02A8C.6060903@bestpractical.com>
	
	<42F0EE58.2020505@bestpractical.com>
Message-ID: <9BA0789F-075C-4D90-8BE7-4D208151E649@exa.com>

On Aug 3, 2005, at 12:18 PM, Thomas Sibley wrote:

> James Chamberlain wrote:
>
>> I was going to approach this problem at a lower level.  If I've  
>> got this right, the default ACLs that RT sets up (at least for  
>> MySQL and PostgreSQL) specify that RT should be allowed to select,  
>> insert, update, and delete.  If instead the ACLs were modified so  
>> that RT could only select, I think that would accomplish the  
>> goal.  I haven't set this up yet, so I don't yet know yet how RT  
>> will handle this.  Perhaps that's a question for the list.  This  
>> technique will require two RT installations sharing one db - one  
>> internal, which has full permissions and will run rt-mailgate; and  
>> the other external, which will only be allowed to view.
>>
>
> I'm not sure how RT will react to this.  For one, it won't be able  
> to store session information in the database, though it will still  
> want users to log in (unless you cut that part out).  I doubt it  
> will work as expected/desired, but have a go at it and see what  
> happens.  :)

Then perhaps it would work to give the external instance of RT full  
privileges on whichever tables are used for session information, but  
only select on all others?   I'm assuming this would be the  
"sessions" table, possibly "Users" - any others?

James
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From J.Ritschmann at tiscon.com  Wed Aug  3 14:04:34 2005
From: J.Ritschmann at tiscon.com (Joachim Ritschmann)
Date: Wed, 3 Aug 2005 20:04:34 +0200
Subject: [rt-users] Avoid re-opening of tickets by mailgateway
Message-ID: <410A796D112A3643B11B633E8739E11C993419@extis.tiscon.com>

Hi,
where's the right place to look in the code if I want to avoid that the
mailgateway is reopening closed tickets if an additional mail is attached to
the history.
I'm using RT 3.4.2
___________________________________ 
Joachim Ritschmann 
tiscon AG 
Infosystems 
edisoncenter 
Edisonallee 1-3 
89231 Neu-Ulm 
Phone     ++ 49 - 731 - 95448 - 226 
Fax       ++ 49 - 731 - 95448 - 900 
E-Mail    J.Ritschmann at tiscon.com 
WWW       http://www.tiscon.com


From ant at suave.net  Wed Aug  3 16:27:14 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Wed, 3 Aug 2005 16:27:14 -0400
Subject: [rt-users] Public read-only acccess to tickets
In-Reply-To: 
References: <6647dab50508021634ae8d4d4@mail.gmail.com>
	<42F02A8C.6060903@bestpractical.com>
	
Message-ID: <20050803202714.GB32499@suave.net>

>There's no "official" way/option/etc at the moment, though something may
>be in the works for the rt.cpan.org migration we're doing.  For now I
>suggest you create a user "guest" with password "guest" and publicize
>that on the login page.  Make sure the guest user only has rights to see
>things, not modify stuff (including itself, so guests can't change the
>password and lock other guests out).

 Also useful, user can put &user=guest&password=guest on the end of a link
and people who are not logged in will automatically view the page as guest,
and people who are logged in will stay themselves, handy in emails, etc.

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Great compassion is the root of all forms of worship.



From anthony.meo at bt.com  Wed Aug  3 17:44:18 2005
From: anthony.meo at bt.com (anthony.meo at bt.com)
Date: Wed, 3 Aug 2005 22:44:18 +0100
Subject: [rt-users] LDAP Auth working but not emails
Message-ID: <29E8239D02CA5540ABE35F49D3D99A63042483C5@i2km96-ukbr.domain1.systemhost.net>

We have successfully set up apache ldap authentication and it works
perfectly.  The problem we have run into is that all emails coming into
the box are being rejected due to failed LDAP authentication.  Is there
a way to prevent LDAP authentication against the emails coming in? 

Best,
->Anthony

  Anthony Meo
 Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184____________
(p) 617.801.6636   (c) 617.429.9356
(f ) 617.801.6604
anthony.meo at btci.com
  

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From anthony.meo at bt.com  Wed Aug  3 17:49:10 2005
From: anthony.meo at bt.com (anthony.meo at bt.com)
Date: Wed, 3 Aug 2005 22:49:10 +0100
Subject: [rt-users] LDAP Auth working but not emails
Message-ID: <29E8239D02CA5540ABE35F49D3D99A63042483C8@i2km96-ukbr.domain1.systemhost.net>

Successfully "hacked" around it but that hack exposes a password.  Is
there a way to prevent ldap auth on emails altogether

 

Best, 
->Anthony 

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184
(p) 617.801.6636
(c) 617.429.9356
(f ) 617.801.6604
anthony.meo at btci.com  
www.btconferencing.com   

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
anthony.meo at bt.com
Sent: Wednesday, August 03, 2005 5:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] LDAP Auth working but not emails

 

We have successfully set up apache ldap authentication and it works
perfectly.  The problem we have run into is that all emails coming into
the box are being rejected due to failed LDAP authentication.  Is there
a way to prevent LDAP authentication against the emails coming in? 

Best,

->Anthony

  Anthony Meo
 Partner Integration Engineer

BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184____________
(p) 617.801.6636   (c) 617.429.9356
(f ) 617.801.6604

anthony.meo at btci.com  
 

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From rt-users at mjch.net  Wed Aug  3 22:21:50 2005
From: rt-users at mjch.net (Malcolm Herbert)
Date: Thu, 04 Aug 2005 12:21:50 +1000
Subject: [rt-users] creating a ticket with multiple requestors/ccs via email
Message-ID: <20050804022150.GN8587@sci.monash.edu.au>

I'm using RT 3.2.3 under NetBSD.

How does one create a ticket with more than one requestor solely via
email? If I send a message to the RT address and add other addresses to
the Cc: or To: fields then I run the risk that the replies will come
back to me directly and not be stored in the history of the ticket ...
not all mail clients honour Reply-To: unfortunately, so setting this is
not guaranteed to work.

Is there an email header field such as RT-To: or RT-Cc: which would
be ignored by the mail system but could get parsed by RT to add the
addresses as appropriate to the ticket before the message is sent to
involved parties? I am using mutt, so adding these custom header fields
is not an issue ...

That way I could create a ticket with all interested people from within
my mail client without having to run the risk of losing information or
having to use the web interface to manually add requestors after I've
created the ticket ...

-- 
Malcolm Herbert
Computer Support Officer
School of Geosciences
Monash University
ph 9905 4881



From jparsons-lists at saffron.net  Thu Aug  4 01:02:43 2005
From: jparsons-lists at saffron.net (Jason Parsons)
Date: Thu, 4 Aug 2005 01:02:43 -0400
Subject: [rt-users] RT 3.4.2 custom fields defaulting to value '1'
In-Reply-To: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net>
References: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net>
Message-ID: <870F13AF-DA6F-41D7-B3ED-87FC83192201@saffron.net>


On Aug 2, 2005, at 15:07 , Jason Parsons wrote:

>
> After upgrading RT from 3.4.1 to 3.4.2, I'm finding that "enter one  
> value" and "select one value" custom fields are defaulting to a  
> value of '1' (instead of empty).  For example, I have a "select one  
> value" transaction custom-field called 'severity', with values:  
> 'normal', 'urgent', or '(no value)'.  When '(no value)' is  
> selected, and the transaction is saved, the transaction displays  
> with a severity of '1' (which is obviously bogus).

With a bit more debugging, it does appear that this is a problem on  
the update side.  Saving a note from Update.html without touching the  
custom fields yields these sql queries:

INSERT INTO ObjectCustomFieldValues (ContentType, LargeContent,  
CustomField, Creator, ObjectId, LastUpdatedBy, Disabled, Created,  
Content, ContentEncoding, LastUpdated, ObjectType) VALUES (NULL,  
NULL, '1', '94', '10568', '94', '0', '2005-08-04 02:31:30', '1', '',  
'2005-08-04 02:31:30', 'RT::Transaction')

INSERT INTO ObjectCustomFieldValues (ContentType, LargeContent,  
CustomField, Creator, ObjectId, LastUpdatedBy, Disabled, Created,  
Content, ContentEncoding, LastUpdated, ObjectType) VALUES (NULL,  
NULL, '2', '94', '10568', '94', '0', '2005-08-04 02:31:30', '1', '',  
'2005-08-04 02:31:30', 'RT::Transaction')

Note that 'Content' is being set to '1'.

I haven't been able to track down where this is happening.

  - Jason Parsons




From erwinpasia at yahoo.com  Thu Aug  4 06:04:20 2005
From: erwinpasia at yahoo.com (Erwin Pasia)
Date: Thu, 4 Aug 2005 03:04:20 -0700 (PDT)
Subject: [rt-users] create default root user - oracle backend
Message-ID: <20050804100420.14125.qmail@web30715.mail.mud.yahoo.com>

Hi Joe,
 
Im having same problem with Oracle, were you able to make a workaround. Would appreciate your guidance. Btw, below is the setting under my RT_SiteConfig.pm. Thanks.
 
 
Set($DatabaseType , 'Oracle');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabasePort , '1521');
Set($DatabaseUser , 'test2');
Set($DatabasePassword , 'tyson1');
Set($DatabaseName , 'host=localhost; sid=RTDV2');
$ENV{TWO_TASK}="LIVE";
 
 
 
 
 
 
................................
 
I've installed RT 3.4.2, ran make initialize-database
but it doesn't seem to be creating the 'root' user. 
It does create the tables though.  My backend db is
Oracle.  I tried inserting a user into the USERS table
via sqlplus but still no luck. I used the drop.Oracle
script to remove the Oracle db but there were some
errors, then I tried make initialize-database again
and it creates the tables again, but I also see this:

CREATE SEQUENCE OBJECTCUSTOMFIELDS_seq
ORA-00955: name is already used by an existing object
(DBD ERROR: error possibly near <*> indicator at char
18 in '


Thoughts?  

How can I manually create a user (if necessary)?  

thanks,

joe



		
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From erwinpasia at yahoo.com  Thu Aug  4 06:40:04 2005
From: erwinpasia at yahoo.com (Erwin Pasia)
Date: Thu, 4 Aug 2005 03:40:04 -0700 (PDT)
Subject: [rt-users] Oracle DB connection problem
Message-ID: <20050804104004.64441.qmail@web30712.mail.mud.yahoo.com>

hi TJ,
 
 
Im also trying to connect an RT to an Oracle, schemas and tables were already created but on certain user creation its failing. Below is the error once the script is run. Would appreciate help on what Im specifically missing on the config. Thanks. 
 

Now creating a database for RT.
...skipped as rtts_test2 is not test2 or we're working with Oracle.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new installation.
Creating system user...[Wed Aug  3 07:45:01 2005] [crit]: Found a principal () that was neither a user nor a group 
 
(/opt/rt3.4.2/lib/RT/Principal_Overlay.pm:127)
[Wed Aug  3 07:45:01 2005] [crit]: Can't call method "Id" on an undefined value at /opt/rt3.4.2/lib/RT/Group_Overlay.pm line 
 
573.
 (/opt/rt3.4.2/lib/RT.pm:285)

.............

Set($DatabaseType , 'Oracle');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabasePort , '1521');
Set($DatabaseUser , 'test2');
Set($DatabasePassword , 'tyson1');
Set($DatabaseName , 'host=localhost; sid=RTDV2');
$ENV{TWO_TASK}="LIVE";
 
 
Erwin 
 
 
.....................
 
 
 
I figured out what the problem was - turns out when I was starting apache as
"sudo /etc/init.d/httpd restart" from my own user that
the user it was running as under sudo did not have the environment variable
set for the oracle library path.
 
I tried this instead:
 
sudo su root
export LD_LIBRARY_PATH=/opt/oracle/OraHome1/lib
/etc/init.d/httpd restart
 
and it resolved all of my problems!  Now RT is running speedily on Oracle at
our site.
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


		
---------------------------------
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From Joerg.Ungermann at web.de  Thu Aug  4 06:44:57 2005
From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=)
Date: Thu, 04 Aug 2005 12:44:57 +0200
Subject: [rt-users] Problem with localisation in History 
Message-ID: <745295277@web.de>


Dear RT users,
i have problem in the history - Table:

It seems that RT is not propery translating the Fieldnames in the brief description.

The It can#n be found in Ticket/elements/ShowTransaction ,represented by:

<% $transdate|n %> 
% my $desc = $Transaction->BriefDescription;

The Perl module responsible for $Transaction->BriefDescription is

Transaction_Overlay.pm

It has a sub called brief description which contains for instance

return ( $self->loc( "[_1] changed from [_2] to [_3]", $self->Field , ( $self->OldValue || $no_value ) ,  $self->NewValue ));
    }"

This seems all right. But RT does translate _2 and _3 while _1 remains the original value from the table.
Why is  $self->Field not translated while  $self->NewValue and $self->OldValue are correctly translated?

For instance in "root - Queue von General in Technik ge?ndert " Queue" should be "Anfrage"

This only occurs in the history, all other Elements are working fine?

Anyone who encountered similar problems?

Thanks

Joerg



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From erwinpasia at yahoo.com  Thu Aug  4 06:53:13 2005
From: erwinpasia at yahoo.com (Erwin Pasia)
Date: Thu, 4 Aug 2005 03:53:13 -0700 (PDT)
Subject: [rt-users] RT 3.4.2 and Oracle 10g backend
Message-ID: <20050804105313.91811.qmail@web30711.mail.mud.yahoo.com>

Hi Steve,
 
Im having same problem with Oracle, were you able to make a workaround. Btw, below is the setting under my RT_SiteConfig.pm. Would really appreciate some help Thanks.
 
 
Set($DatabaseType , 'Oracle');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabasePort , '1521');
Set($DatabaseUser , 'test2');
Set($DatabasePassword , 'tyson1');
Set($DatabaseName , 'host=localhost; sid=RTDV2');
$ENV{TWO_TASK}="LIVE";
 
 
Erwin
 
 
.................................................................................
 
 
I'm having troubles getting RT 3.4.2 fully installed with an Oracle 10g 
database. Here's the software I'm using:

RT 3.4.2
SuSE Linux 9
DBD::Oracle 1.1.6
Oracle client 10.1.0.3 
Oracle 10g on a remote system

make test-deps checks ok out. The RT software itself installs fine and is 
working with fastcgi; the web site loads without any problems. The problem 
I'm having is with the make initialize-database part. Here are the details:

Create rt user with this command:

create user rt identified by rt default tablespace rt_d1 temporary
tablespace temp;
grant resource, connect, query rewrite to rt;

Then I run make initialize-database:

# make initialize-database
/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba rt 
--prompt-for-dba-password
In order to create or update your RT database,this script needs to connect 
to your Oracle instance on oracle.site.com  as rt.
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password:
Now creating a database for RT.
...skipped as rt is not rt or we're working with Oracle.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...not found. This appears to be a new 
installation.
Creating system user...[Thu Jun 30 09:31:20 2005] [warning]: DBD::Oracle::st 
execute failed: ORA-00600: internal error code, arguments: [kpofdr-long], 
[], [], [], [], [], [], [] (DBD ERROR: error possibly near <*> indicator at 
char 15 in 'SELECT * FROM <*>Principals WHERE id = :p1') [for Statement 
"SELECT * FROM Principals WHERE id = ?" with ParamValues: :p1='1'] at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 480.
(/opt/rt3/lib/RT.pm:277)
[Thu Jun 30 09:31:20 2005] [warning]: RT::Handle=HASH(0x8cba890) couldn't 
execute the query 'SELECT * FROM Principals WHERE id = ?' at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 494.
(/opt/rt3/lib/RT.pm:277)
[Thu Jun 30 09:31:20 2005] [warning]: Use of uninitialized value in hash 
element at /usr/lib/perl5/site_perl/5.8.3/Cache/Simple/TimedExpiry.pm line 
96.
(/opt/rt3/lib/RT.pm:277)
[Thu Jun 30 09:31:20 2005] [warning]: Use of uninitialized value in 
concatenation (.) or string at /opt/rt3/lib/RT/Principal_Overlay.pm line 
127.
(/opt/rt3/lib/RT.pm:277)
[Thu Jun 30 09:31:20 2005] [crit]: Found a principal () that was neither a 
user nor a group (/opt/rt3/lib/RT/Principal_Overlay.pm:127)
[Thu Jun 30 09:31:20 2005] [crit]: Can't call method "Id" on an undefined 
value at /opt/rt3/lib/RT/Group_Overlay.pm line 573.
(/opt/rt3/lib/RT.pm:285)
make: *** [initialize-database] Error 255
-----

Thoughts? All the tables seem to be created, including the Principals table, 
but there are no rows. 

Steve

 


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From bjorn at 247ms.com  Thu Aug  4 07:03:34 2005
From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Thu, 4 Aug 2005 13:03:34 +0200
Subject: [rt-users] Newline handling.
Message-ID: <28612698BFE51241AB8EF079C3230A8B09448F@EXC-1.247ms.com>

Hi!

It seems that newlines are handled poorly in our 3.5.2 install.

Any history recorded either from webinterface or mail has no "newline to 
" added. This makes it all kinda cluttered. Is there an easy fix to showing the content more correctly? Best regards Bj?rn Skovlund Ryd?n System- and Networkadministration 24/7 MusicShop From erwinpasia at yahoo.com Thu Aug 4 07:55:20 2005 From: erwinpasia at yahoo.com (Erwin Pasia) Date: Thu, 4 Aug 2005 04:55:20 -0700 (PDT) Subject: [rt-users] RT on Fedora Core 3 using Oracle DB Message-ID: <20050804115520.82308.qmail@web30701.mail.mud.yahoo.com> hi, im trying the same setup maybe you could help. tables and schemas being created at database initializations but getting errors in the end. Below are the errors Im getting. Thanks. Now creating a database for RT. ...skipped as rtts_test2 is not rtts_test2 or we're working with Oracle. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Wed Aug 3 07:45:01 2005] [crit]: Found a principal () that was neither a user nor a group (/opt/rt3.4.2/lib/RT/Principal_Overlay.pm:127) [Wed Aug 3 07:45:01 2005] [crit]: Can't call method "Id" on an undefined value at /opt/rt3.4.2/lib/RT/Group_Overlay.pm line 573. (/opt/rt3.4.2/lib/RT.pm:285) Erwin ................................... Hi there, I've been using RT on RH9.0 using Oracle DB, last week I did an upgrade on the server to FC3, but then the accented characters are not inserted into the DB correctly. What was done was that 1. RH9 -> FC3 2. Apache2.0.48 -> Apache2.0.52 3. mod_perl-1.99_14 - modperl-1.99_17 4. using DBD::Oracle 1.16 5. Oracle 9.2.0 6. RT 3.0.10 I've not been able after the upgrade to insert the accented char correctly, I'm wondering if anyone has a similar setup and stumbled into similar problem. BR. Arnar __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From asmoore at edge.net Thu Aug 4 07:55:22 2005 From: asmoore at edge.net (Alex S Moore) Date: Thu, 04 Aug 2005 06:55:22 -0500 Subject: [rt-users] ERROR: invalid input syntax for integer Message-ID: <42F2022A.6050706@edge.net> Running RT 3.4.2 on Solaris with perl 5.8.7 and postgre 8.0.3. DBIx::SearchBuilder is version 1.27. I am still fairly new to RT and have most things working like I want. I added a custom field for software release number with values like 1.0.0, 1.1.0. I did not see any restrictions on the data type in the documentation. After adding a custom field value to a ticket, I get the following error in the rt log. The ticket does display the value that I entered. --- [Wed Aug 3 14:58:41 2005] [warning]: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /opt/csw/share/perl/csw/DBIx/SearchBuilder/Handle.pm line 480. (/opt/csw/rt3/lib/RT.pm:277) [Wed Aug 3 14:58:42 2005] [warning]: RT::Handle=HASH(0xf848d0) couldn't execute the query 'SELECT * FROM ObjectCustomFieldValues WHERE (id IS NULL OR id = '')' at /opt/csw/share/perl/csw/DBIx/SearchBuilder/Handle.pm line 494. (/opt/csw/rt3/lib/RT.pm:277) --- It looks to me like column id is numeric. If I run the sql from psql and `id = ''` to `id = 0`, the statement runs. It does not return any records, but it runs. How do I fix this? Thanks, Alex From rickr at rice.edu Thu Aug 4 07:59:35 2005 From: rickr at rice.edu (Rick Russell) Date: Thu, 04 Aug 2005 06:59:35 -0500 Subject: [rt-users] Eliminating email generated duplicate tickets? In-Reply-To: <75CEDBF199045948891D43BFE1AB3E060695CE31@bed1po1.vgi.com> References: <75CEDBF199045948891D43BFE1AB3E060695CE31@bed1po1.vgi.com> Message-ID: <42F20327.9010703@rice.edu> Definitely possible, but I don't really have the coding skillz. Seems to me that you would write user defined condition & action scrips that: (1) Performed a search for tickets with the same subject created in the last 24 hours, then (2) Merge the current ticket with the ticket you found. I'm not sure how to perform a ticket query as part of a user defined scrip. It would be darn useful. Rick R. From rickr at rice.edu Thu Aug 4 08:07:57 2005 From: rickr at rice.edu (Rick Russell) Date: Thu, 04 Aug 2005 07:07:57 -0500 Subject: [rt-users] Blank Ticket Emails In-Reply-To: <42F0EE4A.5060407@ozbergs.com> References: <42F0EE4A.5060407@ozbergs.com> Message-ID: <42F2051D.60307@rice.edu> Stevo wrote: > All, > > When certain users create tickets by emailing RT, the auto generated > ticket-open scrip (that goes to the AdminCCs) is blank (The Transaction > Has No Content), however you can see the content when viewing the ticket > via the WebUI. I've noticed this problem too. It happens when the MUA generates a message without a text/plain component. RT treats the other parts (text/html, for example) as attachments and displays them inline in the web GUI, but since there was no plain text, RT doesn't store a plain text transaction. I suppose we could go off at this point and ask why a mailreader would EVER send a message without a plain text portion... Rick R. From darling at ccdc.cam.ac.uk Thu Aug 4 08:36:35 2005 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Thu, 04 Aug 2005 13:36:35 +0100 Subject: [rt-users] Blank Ticket Emails In-Reply-To: <42F2051D.60307@rice.edu> References: <42F0EE4A.5060407@ozbergs.com> <42F2051D.60307@rice.edu> Message-ID: <42F20BD3.7010405@ccdc.cam.ac.uk> >> When certain users create tickets by emailing RT, the auto generated >> ticket-open scrip (that goes to the AdminCCs) is blank (The >> Transaction Has No Content), however you can see the content when >> viewing the ticket via the WebUI. I've seen this too, and it's even in BP's RT - http://rt3.fsck.com/Ticket/Display.html?id=5351 Cheers Toby From barnesaw at ucrwcu.rwc.uc.edu Thu Aug 4 09:12:18 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 04 Aug 2005 09:12:18 -0400 Subject: [rt-users] Eliminating email generated duplicate tickets? In-Reply-To: <42F20327.9010703@rice.edu> References: <75CEDBF199045948891D43BFE1AB3E060695CE31@bed1po1.vgi.com> <42F20327.9010703@rice.edu> Message-ID: <42F21432.40901@ucrwcu.rwc.uc.edu> Rick Russell wrote: > > Definitely possible, but I don't really have the coding skillz. Seems > to me that you would write user defined condition & action scrips that: > > (1) Performed a search for tickets with the same subject created in > the last 24 hours, then > > (2) Merge the current ticket with the ticket you found. > > I'm not sure how to perform a ticket query as part of a user defined > scrip. It would be darn useful. You might look at http://wiki.bestpractical.com/index.cgi?AutoCloseOnNagiosRecoveryMessages to get you started. It matches Nagios PROBLEM and RECOVERY messages based on subject lines. > > Rick R. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From cube at cubidou.net Thu Aug 4 08:47:10 2005 From: cube at cubidou.net (Quentin Garnier) Date: Thu, 4 Aug 2005 14:47:10 +0200 Subject: [rt-users] Blank Ticket Emails In-Reply-To: <42F20BD3.7010405@ccdc.cam.ac.uk> References: <42F0EE4A.5060407@ozbergs.com> <42F2051D.60307@rice.edu> <42F20BD3.7010405@ccdc.cam.ac.uk> Message-ID: <20050804124710.GP23118@gallia.cubidou.net> On Thu, Aug 04, 2005 at 01:36:35PM +0100, Toby Darling wrote: > > >>When certain users create tickets by emailing RT, the auto generated > >>ticket-open scrip (that goes to the AdminCCs) is blank (The > >>Transaction Has No Content), however you can see the content when > >>viewing the ticket via the WebUI. > > I've seen this too, and it's even in BP's RT - > http://rt3.fsck.com/Ticket/Display.html?id=5351 In our installation, it happens when the two following conditions are met: - the initial mail has a multipart/alternative section (i.e., the text is available in both evil HTML and plain text) - there is an attachment (i.e., a third MIME part) When the second condition is not met, the reply includes text from both the multipart/altervative parts, thus duplicating the initial mail. In order to fix that, one should teach RT and MIME::Tools what to do with multipart/alternative mails. It's not enough of a problem for me to care about looking into that, though. -- Quentin Garnier - cube at cubidou.net - cube at NetBSD.org "When I find the controls, I'll go where I like, I'll know where I want to be, but maybe for now I'll stay right here on a silent sea." KT Tunstall, Silent Sea, Eye to the Telescope, 2004. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 478 bytes Desc: not available URL: From glasser at bestpractical.com Thu Aug 4 09:23:22 2005 From: glasser at bestpractical.com (David Glasser) Date: Thu, 4 Aug 2005 09:23:22 -0400 Subject: [rt-users] RT 3.4.2 custom fields defaulting to value '1' In-Reply-To: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net> References: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net> Message-ID: <5341EE48-6A7A-4DAC-8ABD-8A71363F9D75@bestpractical.com> On Aug 2, 2005, at 3:07 PM, Jason Parsons wrote: > After upgrading RT from 3.4.1 to 3.4.2, I'm finding that "enter one > value" and "select one value" custom fields are defaulting to a > value of '1' (instead of empty). For example, I have a "select one > value" transaction custom-field called 'severity', with values: > 'normal', 'urgent', or '(no value)'. When '(no value)' is > selected, and the transaction is saved, the transaction displays > with a severity of '1' (which is obviously bogus). > This bug should be fixed in the forthcoming RT 3.4.3. Try 3.4.3 release candidate 2 and let us know if this bug still exists. --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From Ahalya_Nathan at mudnebr.com Thu Aug 4 10:43:47 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 4 Aug 2005 09:43:47 -0500 Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT In-Reply-To: <29E8239D02CA5540ABE35F49D3D99A63040E9CD0@i2km96-ukbr.domain1.systemhost.net> Message-ID: Hi all, I have the recent LDAP Overlay code for RT and i am trying to integrate the following specification into it: "At login, the user credentials will be authenticated against AD. If the AD user is valid, then RT will check if the corresponding local user exists. If it does not exist, it will be created using the information obtained through AD, and the user will be given access rights (note that this differs from the email user creation whereby the user does not have rights). In order to preserve the ability to login with an explicit user name, the existing login page would need to be retained and accessed via a new URL and any login through it would not use AD, but only the local DB. Maintaining the local DB is critical since ticket history is tied to it. Thus, users are created and may become inactive, but they are never deleted. Similarly, changes would be required for the logout function and to prevent local password changes if the DB entry was derived from AD." I am trying to understand the Overlay code so that i can make modifications according to the specifications. I couldn't understand the part where the Email is sent to the user. Is a email with a password sent to the new RT user ? When is the RT Users table updated with the new users information?. I am actually not able to understand the flow of the overlay code and if someone could give me some documentation or pointers to understand the overlay code then it will be helpful. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From GAksenov at imbank.ru Thu Aug 4 10:36:10 2005 From: GAksenov at imbank.ru (GAksenov at imbank.ru) Date: Thu, 4 Aug 2005 18:36:10 +0400 Subject: [rt-users] Creating new CF type In-Reply-To: <20050720204631.8F9874D81F3@diesel.bestpractical.com> Message-ID: Hi! Can somebody point me - how to create new CF type, like "Select multiple values"? I have RT 3.4.2 on redhat FC3 and i'm trying to create new CF type for storing URL (in the name i plan to have Name and in the description the URL for this name). I create new type in CutomField_Overlay.pm %FieldTypes = ( Urlcf => [ 'Select multiple URLs', # loc 'Select one URL', # loc 'Select up to [_1] URLs', # loc ], .... and create two new Elements: EditCustomFieldUrlcf and ShowCustomFieldUrlcf (just like a copy from EditCustomFieldSelect and ShowCustomFileldSelect) but it dosn't help :( Can ypu point me right way to define new CF type Thanks a lot. with best wishes German Aksenov From anner at blast.com Thu Aug 4 11:13:21 2005 From: anner at blast.com (Anne Ramey) Date: Thu, 04 Aug 2005 11:13:21 -0400 Subject: [rt-users] You're almost there! In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D8370A@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D8370A@eiedbnt502> Message-ID: <42F23091.5010902@blast.com> Tomas Doyle XA (DL/LMI) wrote: > Hi Anne, > > Thanks for taking an interest > > >>Do you continue to get the same error in your apache logs? What is that >>error? > > > The logs file contain no information on the problem the last log is from restarting apache > > [Wed Aug 03 12:13:43 2005] [notice] Digest: done > [Wed Aug 03 12:13:43 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK > [Wed Aug 03 12:13:43 2005] [notice] LDAP: SSL support unavailable > [Wed Aug 03 12:13:43 2005] [notice] mod_python: Creating 32 session mutexes based on 150 max processes and 0 max threads. > [Wed Aug 03 12:13:43 2005] [notice] Apache/2.0.49 (Fedora) configured -- resuming normal operations > ~ > > I removed the alias /rt from the httpd.conf file > > > ServerName xxxx.xxx.xxx.ericsson.se > DocumentRoot /requesttracker/rt-3.2.3/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /requesttracker/rt-3.2.3/bin/webmux.pl > PerlSetVar MasonArgsMethod CGI > > #Alias /rt "/requesttracker/rt-3.2.3/html" > # > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > But if i type into the browser the url xxxx.xxx.xxx.ericsson.se/rt (i know it doesnt exist) this page is opened > > > System error > > error: Component path given to Interp->load must be absolute (was given ) > context: ... > 194: if (!ref($request_comp)) { > 195: $request_comp =~ s{/+}{/}g; > 196: $self->{top_path} = $path = $request_comp; > 197: > 198: search: { > 199: $request_comp = $self->interp->load($path); > 200: > 201: last search unless $self->use_dhandlers; > 202: > ... > > code stack: /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:198 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:166 > /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:275 > /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:353 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:222 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:216 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm:127 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm:76 > /requesttracker/rt-3.2.3/bin/mason_handler.fcgi:75 > > raw error > > and if i put in the correct address xxxx.xxx.xxx.ericsson.se > > im brought to the page YOUR ALMOST THERE and then redirected to the page http://bestpractical.com/rt/rt-broken-install.html > > lost is an understatment > > Any help greatly appreciated > > Kind Regards > > Tomas Doyle if you are using /rt, you want that location in the file...I read somewhere when I was setting up that apache 2 didn't work without: RedirectMatch permanent ... as in: RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Hope this helps, Anne From trs at bestpractical.com Thu Aug 4 11:26:45 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Aug 2005 11:26:45 -0400 Subject: [rt-users] Creating new CF type In-Reply-To: References: Message-ID: <42F233B5.70309@bestpractical.com> GAksenov at imbank.ru wrote: > Can somebody point me - how to create new CF type, like "Select multiple > values"? > I have RT 3.4.2 on redhat FC3 and i'm trying to create new CF type for > storing URL (in the name i plan to have Name and in the description the > URL for this name). Is there a reason you can't just use a Select multiple CF for your purposes? I'm not sure why there's a need to create a new CF type for this... Cheers, Tom From jparsons-lists at saffron.net Thu Aug 4 11:28:46 2005 From: jparsons-lists at saffron.net (Jason Parsons) Date: Thu, 4 Aug 2005 11:28:46 -0400 Subject: [rt-users] RT 3.4.2 custom fields defaulting to value '1' In-Reply-To: <5341EE48-6A7A-4DAC-8ABD-8A71363F9D75@bestpractical.com> References: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net> <5341EE48-6A7A-4DAC-8ABD-8A71363F9D75@bestpractical.com> Message-ID: <9F4439C4-5AE5-4BA8-A3BE-7F642ADA51DF@saffron.net> On Aug 4, 2005, at 09:23 , David Glasser wrote: >> After upgrading RT from 3.4.1 to 3.4.2, I'm finding that "enter >> one value" and "select one value" custom fields are defaulting to >> a value of '1' (instead of empty). > > This bug should be fixed in the forthcoming RT 3.4.3. Try 3.4.3 > release candidate 2 and let us know if this bug still exists. Thank you. Is it safe to DELETE FROM ObjectCustomFieldValues the bogus entries? A quick review seems to suggest that it would be safe to selectively drop rows from ObjectCustomFieldValues, but it would be nice to know if this will create any inconsistencies. - Jason Parsons From tmorgan at synacor.com Thu Aug 4 13:08:35 2005 From: tmorgan at synacor.com (Tom Morgan) Date: Thu, 04 Aug 2005 13:08:35 -0400 Subject: [rt-users] Emailing CC's Message-ID: <42F24B93.70201@synacor.com> I am somewhat confused with what one of my users is trying to accomplish. For the record I am using RT 3.4.0. I have scrips set up to send comments and correspondance to other recipients. When he tries to test them he is sending them to his alternative accounts of which have close to the same usrname as his rt account. Now I have sent multiple tests and have recieved them everytime and other people are. Is it possible that rt sees his name and therefore is not sending it out to those adddy's because of it's logic to not send to the user making the comment? Thanks in advance! -- Tom Morgan tmorgan at synacor.com From Bruce.Rudd at datadirect.com Thu Aug 4 14:08:22 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Thu, 4 Aug 2005 14:08:22 -0400 Subject: [rt-users] mail to rt is getting hung up. Message-ID: I am trying to do some simple testing to get RT3 to create a new ticket from an email. I have setup the /etc/aliases file as follows; rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://rt.nc-soleng1/" rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url http://rt.nc-soleng1/" request: "|/etc/smrsh/rt-mailgate --queue Requests --action correspond --url http://rt.nc-soleng1/" request-comment: "|/etc/smrsh/rt-mailgate --queue Requests --action comment --url http://rt.nc-soleng1/" when I try to send an email to one of these address it does not seem to get delivered. I end up with this in /var/spool/mqueue The domain in my email address and that in the http: url above are not the same but I can send email to users @ the domain in the email. Both the URL above and the domain in the email address below well resolve in the web browser but I have to use the longer domain so our DNS server will find my RT server. I tried changing the HTTP URL in the aliases file to match the domain in the email address and there is no change in the behavior. V8 T1123176988 K1123176988 N1 P30528 I253/0/8848610 MDeferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Fs $_rt.nc-soleng1 [127.0.0.1] $rESMTP $srt.nc-soleng1 ${daemon_flags} ${if_addr}127.0.0.1 S A<> MDeferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Crequest:8:0: rRFC822; request at nc-soleng1.americas.progress.com RPFDA:"|/etc/smrsh/rt-mailgate --queue Requests --action correspond --url http://rt.nc-soleng1/" H?P?Return-Path: H??Received: from rt.nc-soleng1 (rt.nc-soleng1 [127.0.0.1]) by rt.nc-soleng1 (8.13.1/8.13.1) with ESMTP id j74HaSxt004607 for ; Thu, 4 Aug 2005 13:36:28 -0400 H?x?Full-Name: root H??Received: (from root at localhost) by rt.nc-soleng1 (8.13.1/8.13.1/Submit) id j74HaQO0004606 for request at nc-soleng1.americas.progress.com; Thu, 4 Aug 2005 13:36:26 -0400 H??Date: Thu, 4 Aug 2005 13:36:26 -0400 H??From: root H??Message-Id: <200508041736.j74HaQO0004606 at rt.nc-soleng1> . Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -------------- next part -------------- An HTML attachment was scrubbed... URL: From anthony.meo at bt.com Thu Aug 4 15:00:10 2005 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Thu, 4 Aug 2005 20:00:10 +0100 Subject: [rt-users] MY Requests vs search vs display number all incorrect Message-ID: <29E8239D02CA5540ABE35F49D3D99A63042DC56B@i2km96-ukbr.domain1.systemhost.net> My requests on index shows 5 tickets <-- it should show more Clicking on "Newest unowned tickets" shows the proper tickets (I believe) but the count show something like 4 times more than it should. And its increasing when new tickets are made that the current user does not have permissions to. Best, ->Anthony Anthony Meo Partner Integration Engineer BT Conferencing, Inc. 25 Braintree Hill Park, Suite 200 Braintree, MA 02184____________ (p) 617.801.6636 (c) 617.429.9356 (f ) 617.801.6604 anthony.meo at btci.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Thu Aug 4 15:32:24 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 4 Aug 2005 14:32:24 -0500 Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT In-Reply-To: <2B7DB7FF-E908-45F3-B3D3-3FEC50F22EC1@kineticode.com> Message-ID: Hi all, I have the recent LDAP Overlay code for RT and i am trying to integrate the following specification into it: "At login, the user credentials will be authenticated against AD. If the AD user is valid, then RT will check if the corresponding local user exists. If it does not exist, it will be created using the information obtained through AD, and the user will be given access rights (note that this differs from the email user creation whereby the user does not have rights). In order to preserve the ability to login with an explicit user name, the existing login page would need to be retained and accessed via a new URL and any login through it would not use AD, but only the local DB. Maintaining the local DB is critical since ticket history is tied to it. Thus, users are created and may become inactive, but they are never deleted. Similarly, changes would be required for the logout function and to prevent local password changes if the DB entry was derived from AD." I am trying to understand the Overlay code so that i can make modifications according to the specifications. I couldn't understand the part where the Email is sent to the user. Is a email with a password sent to the new RT user ? When is the RT Users table updated with the new users information?. I am actually not able to understand the flow of the overlay code and if someone could give me some documentation or pointers to understand the overlay code then it will be helpful. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From noyler at khimetrics.com Thu Aug 4 16:30:38 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Thu, 4 Aug 2005 13:30:38 -0700 Subject: [rt-users] Question concerning ShowStatusInColor Message-ID: <59B15593F41BD24591D59436E7226EAD0241F943@Khiphx2.khimetrics.com> http://wiki.bestpractical.com/index.cgi?ShowStatusInColor I've added the page as to the direction in Show Status In Color and it works properly to show status's in color using RT 3.4.2 The problem I have with it is that (pending approval) and (pending other Collection) show up with the tags around them. If you view source, the section is displayed as, <em>(pending approval)</em> The quoting is different on this overlay than in the original page, but I've tried (haphazardly) to use the previous style of quoting for that line, and it returns SCALAR(0xba558b4)(pending other Collection)SCALAR(0xba558f0) Not knowing what you're doing is fun. So I was thinking I could remove the tags entirely, but it seems useful to have the emphasis there. Does anyone know the reason why this happens? How I may correct this issue? Thank you. From sdowdy at ucar.edu Thu Aug 4 16:43:43 2005 From: sdowdy at ucar.edu (Stephen Dowdy) Date: Thu, 04 Aug 2005 14:43:43 -0600 Subject: [rt-users] Question concerning ShowStatusInColor In-Reply-To: <59B15593F41BD24591D59436E7226EAD0241F943@Khiphx2.khimetrics.com> References: <59B15593F41BD24591D59436E7226EAD0241F943@Khiphx2.khimetrics.com> Message-ID: <42F27DFF.6050906@ucar.edu> Nathan Oyler wrote: > http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ... > The problem I have with it is that (pending approval) and (pending other > Collection) show up with the tags around them. ... > So I was thinking I could remove the tags entirely, but it seems > useful to have the emphasis there. > > Does anyone know the reason why this happens? How I may correct this > issue? Nathan, This works for me: if ( $Ticket->HasUnresolvedDependencies ) { if ( $Ticket->HasUnresolvedDependencies( Type => 'approval' ) or $Ticket->HasUnresolvedDependencies( Type => 'code' ) ) { return \'', loc('(pending approval)'), \''; } else { return \'', loc('(pending other Collection)'), \''; } } else { return statusInColor($Ticket); } } i.e. (line #'s may be off as my file has been edited elsewhere) 37c36 < return \'', loc('(pending approval)'), \''; --- > return "" . loc('(pending approval)') . ""; 39c38 < return \'', loc('(pending other Collection)'), \''; --- > return "" . loc('(pending other Collection)') . ""; --stephen -- Stephen Dowdy - Systems Administrator - NCAR/RAP 303.497.2869 - sdowdy at ucar.edu - http://www.rap.ucar.edu/~sdowdy/ From noyler at khimetrics.com Thu Aug 4 16:56:56 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Thu, 4 Aug 2005 13:56:56 -0700 Subject: [rt-users] Question concerning ShowStatusInColor Message-ID: <59B15593F41BD24591D59436E7226EAD0241F976@Khiphx2.khimetrics.com> Stephen, That works, thank you very much. I will update the wiki with this information. > Nathan Oyler wrote: > > http://wiki.bestpractical.com/index.cgi?ShowStatusInColor > ... > > The problem I have with it is that (pending approval) and (pending other > > Collection) show up with the tags around them. > ... > > So I was thinking I could remove the tags entirely, but it seems > > useful to have the emphasis there. > > > > Does anyone know the reason why this happens? How I may correct this > > issue? > > Nathan, > > This works for me: > > if ( $Ticket->HasUnresolvedDependencies ) { > if ( $Ticket->HasUnresolvedDependencies( Type => 'approval' ) > or $Ticket->HasUnresolvedDependencies( Type => 'code' ) ) { > return \'', loc('(pending approval)'), \''; > } else { > return \'', loc('(pending other > Collection)'), \''; > } > } else { > return statusInColor($Ticket); > } > } > > i.e. (line #'s may be off as my file has been edited elsewhere) > > 37c36 > < return \'', loc('(pending approval)'), \''; > --- > > return "" . loc('(pending approval)') . ""; > 39c38 > < return \'', loc('(pending other > Collection)'), \''; > --- > > return "" . loc('(pending other Collection)') . ""; > > --stephen From GAksenov at imbank.ru Fri Aug 5 02:02:58 2005 From: GAksenov at imbank.ru (GAksenov at imbank.ru) Date: Fri, 5 Aug 2005 10:02:58 +0400 Subject: [rt-users] Creating new CF type In-Reply-To: <42F233B5.70309@bestpractical.com> Message-ID: I want to have the CF where user can select one (or multiple) value (just like 'select one value' CF), but in the ticke display mode users can click on this field and go to corresponding URL (like in the Links) with best wishes German Aksenov I From GAksenov at imbank.ru Fri Aug 5 02:19:08 2005 From: GAksenov at imbank.ru (GAksenov at imbank.ru) Date: Fri, 5 Aug 2005 10:19:08 +0400 Subject: [rt-users] Creating new CF type In-Reply-To: <42F233B5.70309@bestpractical.com> Message-ID: My goal - add field that is easy to understand for ordinary users and what contain a link to some static asset (in the assets tracker). imho it's hard to understand that some URL mean (when only URL in CF) and very hard to remember all links in case then new ticket created. Thanks with best wishes German Aksenov International Moscow Bank phone: (095)258-7258 ext. 2617 From loman at cluj.astral.ro Fri Aug 5 03:54:37 2005 From: loman at cluj.astral.ro (Emilian Ursu) Date: Fri, 5 Aug 2005 10:54:37 +0300 (EEST) Subject: [rt-users] RT Framework docs Message-ID: Sorry if I missed them but are there any docs about creating products based on the RT Framework ? Something like RTIR, RTFM, AT. I'm very comfortable with reading the docs found in the RT libs but some sort of howto with general steps would be a nice starting ground. Thank you. --------------------------------------------------- Emilian Ursu http://www.emuadmin.com From tomas.xa.doyle at ericsson.com Fri Aug 5 05:05:08 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Fri, 5 Aug 2005 11:05:08 +0200 Subject: [rt-users] FastCGI is this correct RT users? Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8371B@eiedbnt502> Thanks to everybody who has replied to my mails regarding certain issues There is something so small that im missing that isnt bringing up the initial RT screen ive finally got FastCGI and apache working together and using rt's mason_handler.fcgi but when typing into the browser xxxx.xxx.eei.ericsson.se/rt im getting <<...OLE_Obj...>> the log files say everything is up and running so it has to be justa little configuration issue >am i using the url address correctly > is there something else in the RT_SiteConfig im missing below is my httpd.conf configuration ServerName xxxx.xxx.eei.ericsson.se DocumentRoot /requesttracker/rt-3.2.3/html AddDefaultCharset UTF-8 RedirectMatch permanent (.*)/$ $1/index.html #Adding the following for RT (the ticket tracker) PerlHandler RT::Mason AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /requesttracker/rt-3.2.3/html/NoAuth/ ScriptAlias /rt /requesttracker/rt-3.2.3/bin/mason_handler.fcgi FastCgiIpcDir /tmp FastCgiServer /requesttracker/rt-3.2.3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Thanks Again RT users From tomas.xa.doyle at ericsson.com Fri Aug 5 05:52:54 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Fri, 5 Aug 2005 11:52:54 +0200 Subject: [rt-users] Quick Question Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8371D@eiedbnt502> Hi, Just wondering if say i didnt have some things in my RT_SiteConfig file before i typed make initialize database if i edit it afterwards will the changes make any difference. if not will doing the same command again to make the changes affect the installation ive already done,as im pretty sure its almost finished From jalgermissen at topicmapping.com Fri Aug 5 06:00:10 2005 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Fri, 5 Aug 2005 12:00:10 +0200 Subject: [rt-users] Moving rt 3.2.2 from Apache1/mod_perl1 to Apache2/mod_perl2 Message-ID: <292829C3-5A6A-418D-B853-D4A2F6944A3C@topicmapping.com> Hi, we are running a large and rather customized RT 3.2.2 on an Apache 1 and would like to upgrade to Apache 2 (sysadmins demand RPM maintainability of the system). Are there still problems with Apache2/mod_perl2 or will RT run as stable an smoothly as with Apache1? For the migration, can I just set up the Apache2 config file and then switch servers or do I need to re-install rt with the proper options? Any nasty obstacles to expect? Thanks in advance for any help. Jan From torsten.brumm at kuehne-nagel.com Fri Aug 5 06:10:27 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Fri, 5 Aug 2005 12:10:27 +0200 Subject: [rt-users] Migration Problems from 2.0.15 -> 3.0.9 Message-ID: Hi, after a long time using the RT 2.0.15 its now time to migration to the new one. I read a long time the documentation, also the Mailinglist and figured out, to do this in two steps: 1. rt 2.0.15 -> 3.0.9 2. rt 3.0.9 -> 3.4.2 I started with the actual rt2-to-rt3 file and created a dump - take 17 Hours, now i have all of my 170.000 Tickets as dump. Now i tryed to import with: perl dumpfile-to-rt-3.0 /var/daten/ and i get lots of error messages like this: uCreating user Unnamed user 862 .[Fri Aug 5 10:04:31 2005] [error]: Could not create a new user - (/opt/rt3/lib/RT/User_Overlay.pm:284) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 862' }; I have installed a clean, new rt 3.0.9 installation and checked, this is working well, but how can i now import the data??? Any Idea? PS: I also checked out the modified dumpfiles from the mailling list (on a different test box) without success. Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer Kuehne + Nagel HAM-MI-C Ferdinand Strasse 29-33 20095 Hamburg / Germany Tel: +49 40 329 15 199 Mail: torsten.brumm at kuehne-nagel.com ICQ: 78258840 From jfenal at gmail.com Fri Aug 5 07:12:30 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Fri, 5 Aug 2005 13:12:30 +0200 Subject: [rt-users] Moving rt 3.2.2 from Apache1/mod_perl1 to Apache2/mod_perl2 In-Reply-To: <292829C3-5A6A-418D-B853-D4A2F6944A3C@topicmapping.com> References: <292829C3-5A6A-418D-B853-D4A2F6944A3C@topicmapping.com> Message-ID: <40a14bc10508050412646e2de9@mail.gmail.com> 2005/8/5, Jan Algermissen : > Hi, > > we are running a large and rather customized RT 3.2.2 on an Apache 1 > and would like to upgrade to Apache 2 (sysadmins demand RPM > maintainability of the system). > > Are there still problems with Apache2/mod_perl2 or will RT run as > stable an smoothly as with Apache1? > > For the migration, can I just set up the Apache2 config file and then > switch servers or do I need to re-install rt with the proper options? > Any nasty obstacles to expect? I have tried yesterday a test 3.4.2 to 3.5.2. It didn't work since I was using mod_perl 1.99, so I moved to FastCGI. It required 5 minutes, and worked nicely. So move to FastCGI, it will work faster, and you won't have to wait for mod_perl 2 to stabilize and for RT to completely support it. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From bjorn at 247ms.com Fri Aug 5 07:31:19 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Fri, 5 Aug 2005 13:31:19 +0200 Subject: [rt-users] RE: Newline handling. Message-ID: <28612698BFE51241AB8EF079C3230A8B09450B@EXC-1.247ms.com> After a little bit of testing I found the following: 1 newline turns into a
2 newlines stays as 2 newlines So: 1 2 3 4 Turns into: 1
2 3 4 Where do I go to change this behavior so it ends up as this: 1
2

3

4 Cheers, Bjorn :) > -----Original Message----- > From: Bj?rn Skovlund Ryd?n > Sent: 4. august 2005 13:04 > It seems that newlines are handled poorly in our 3.5.2 install. > > Any history recorded either from webinterface or mail has no > "newline to
" added. This makes it all kinda cluttered. > > Is there an easy fix to showing the content more correctly? From Joerg.Ungermann at web.de Fri Aug 5 07:47:17 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Fri, 05 Aug 2005 13:47:17 +0200 Subject: [rt-users] RT 3.4.1 Custom Field Sorting / Customfields.html Message-ID: <746659098@web.de> Hi i have a BUG in my Debian RT 3.4.1 In Configuration / Global / Custom Fields/ Users.html There is a function to change the sortorder of the fiels. It Links to http://localhost/rt/Admin/Global/CustomFields/CustomFields.html?id=&SubType=&CustomField=17&Move=-1 /Admin/Global/CustomFields/CustomFields.html is non existant in my distribution. Is that to be fixed soon? Can a former version be used instead? Thanx Joerg _________________________________________________________________________ Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 From rainer at ultra-secure.de Fri Aug 5 08:47:30 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 05 Aug 2005 14:47:30 +0200 Subject: [rt-users] Which right do I need to see/edit info about unprivileged users? Message-ID: <42F35FE2.2050701@ultra-secure.de> Hi, I tried to give "AdminUsers" globaly to a group I'm member of (Global->GroupRights->TheGroup->AdminUsers) , but still I can see or edit the comments for an unprivileged user. How is this supposed to work? cheers, Rainer From rainer at ultra-secure.de Fri Aug 5 08:54:06 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 05 Aug 2005 14:54:06 +0200 Subject: [rt-users] Which right do I need to see/edit info about unprivileged users? In-Reply-To: <42F35FE2.2050701@ultra-secure.de> References: <42F35FE2.2050701@ultra-secure.de> Message-ID: <42F3616E.6080402@ultra-secure.de> Rainer Duffner wrote: > Hi, > > I tried to give "AdminUsers" globaly to a group I'm member of > (Global->GroupRights->TheGroup->AdminUsers) > , but still I can see or edit the comments for an unprivileged user. :s/can/can't/ (of course) Rainer From todd at chaka.net Fri Aug 5 09:58:24 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 5 Aug 2005 09:58:24 -0400 Subject: [rt-users] Creating new CF type In-Reply-To: References: <42F233B5.70309@bestpractical.com> Message-ID: <20050805135824.GE1614@chaka.net> On Fri, Aug 05, 2005 at 10:02:58AM +0400, GAksenov at imbank.ru wrote: > I want to have the CF where user can select one (or multiple) value (just > like 'select one value' CF), but in the ticke display mode users can click > on this field and go to corresponding URL (like in the Links) > > with best wishes > German Aksenov > I I wouldn't create a new CF type. I would just alter the CF display component to recognize a URL and turn it into a hyperlink. You are making it harder than necessary. -Todd From vicki at progeny.com Fri Aug 5 10:25:24 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 05 Aug 2005 09:25:24 -0500 Subject: [rt-users] RegEx in search window Message-ID: <42F376D4.7090900@progeny.com> I was looking for some spam mails that made their way into RT. I tried using the search window on the main page (RT At A Glance) but couldn't find the mails in question. I tried the same search in the query builder, and the mails were found. The phrase that I was searching was "dr at gs". I tried escaping and not escaping the @ in both places. Escaping it worked in the query builder but not in the main search window. Is there some documentation of the differences between these two search methods? I am using RT 3.4.1 btw. Thanks, Vicki From barnesaw at ucrwcu.rwc.uc.edu Fri Aug 5 12:06:21 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 5 Aug 2005 12:06:21 -0400 Subject: [rt-users] FastCGI is this correct RT users? In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D8371B@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D8371B@eiedbnt502> Message-ID: <20050805120621.77s4w4coo0s848os@ucrwcu.rwc.uc.edu> Quoting "Tomas Doyle XA (DL/LMI)" : > Thanks to everybody who has replied to my mails regarding certain issues > There is something so small that im missing that isnt bringing up the initial > RT screen > ive finally got FastCGI and apache working together and using rt's > mason_handler.fcgi > but when typing into the browser > xxxx.xxx.eei.ericsson.se/rt im getting > > <<...OLE_Obj...>> Try using a trailing slash on the URL. > > the log files say everything is up and running so it has to be justa little > configuration issue > >am i using the url address correctly > > is there something else in the RT_SiteConfig im missing > > below is my httpd.conf configuration > > > ServerName xxxx.xxx.eei.ericsson.se > DocumentRoot /requesttracker/rt-3.2.3/html > AddDefaultCharset UTF-8 > RedirectMatch permanent (.*)/$ $1/index.html > > #Adding the following for RT (the ticket tracker) > PerlHandler RT::Mason > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > > # Pass through requests to for noauth > Alias /NoAuth/ /requesttracker/rt-3.2.3/html/NoAuth/ > ScriptAlias /rt /requesttracker/rt-3.2.3/bin/mason_handler.fcgi > > FastCgiIpcDir /tmp > FastCgiServer /requesttracker/rt-3.2.3/bin/mason_handler.fcgi -idle-timeout > 120 -processes 4 > > Thanks Again RT users > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From tsuter at cait.org Fri Aug 5 12:18:08 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 05 Aug 2005 11:18:08 -0500 Subject: [rt-users] New RT mysql database In-Reply-To: <42F376D4.7090900@progeny.com> References: <42F376D4.7090900@progeny.com> Message-ID: <1123258688.26821.0.camel@localhost.localdomain> I am creating a new RT 3.2.3 database on a remote mysql4 server. I am wondering what the Global Privileges should be for the new RT user of the new db. I am using phpmyadmin to administrate the remote mysql server. Also, do I need to run the make-initialize database command if I am going to be importing from an existing RT2 db using the rt2todump and dumptort3 scripts? Any help would be appreciated. Thanks, Tim From anner at blast.com Fri Aug 5 12:19:06 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 05 Aug 2005 12:19:06 -0400 Subject: [rt-users] Quick Question In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D8371D@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D8371D@eiedbnt502> Message-ID: <42F3917A.6020204@blast.com> Tomas Doyle XA (DL/LMI) wrote: > Hi, > > Just wondering if say i didnt have some things in my RT_SiteConfig file > before i typed make initialize database > if i edit it afterwards will the changes make any difference. > if not will doing the same command again to make the changes affect the installation > ive already done,as im pretty sure its almost finished > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com All you have to do if you change the RT_SiteConfig after install is restart apache. Anne From tsuter at cait.org Fri Aug 5 11:20:24 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 05 Aug 2005 10:20:24 -0500 Subject: [rt-users] New RT mysql database In-Reply-To: <42F376D4.7090900@progeny.com> References: <42F376D4.7090900@progeny.com> Message-ID: <1123255224.22452.21.camel@localhost.localdomain> I am creating a new RT 3.2.3 database on a remote mysql4 server. I am wondering what the Global Privileges should be for the new RT user of the new db. I am using phpmyadmin to administrate the remote mysql server. Also, do I need to run the make-initialize database command if I am going to be importing from an existing RT2 db using the rt2todump and dumptort3 scripts? Any help would be appreciated. Thanks, Tim From jesse at bestpractical.com Fri Aug 5 12:54:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Aug 2005 12:54:53 -0400 Subject: [rt-users] RT 3.4.1 Custom Field Sorting / Customfields.html In-Reply-To: <746659098@web.de> References: <746659098@web.de> Message-ID: <20050805165453.GC1703@bestpractical.com> On Fri, Aug 05, 2005 at 01:47:17PM +0200, Jrg Ungermann wrote: > > > Hi > i have a BUG in my Debian RT 3.4.1 > > In Configuration / Global / Custom Fields/ Users.html > > There is a function to change the sortorder of the fiels. > It Links to > http://localhost/rt/Admin/Global/CustomFields/CustomFields.html?id=&SubType=&CustomField=17&Move=-1 > > /Admin/Global/CustomFields/CustomFields.html is non existant in my distribution. > > Is that to be fixed soon? Can a former version be used instead? It's already been fixed. In RT 3.4.2 > Thanx Joerg > _________________________________________________________________________ > Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle > Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From trs at bestpractical.com Fri Aug 5 13:39:03 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 05 Aug 2005 13:39:03 -0400 Subject: [rt-users] New RT mysql database In-Reply-To: <1123258688.26821.0.camel@localhost.localdomain> References: <42F376D4.7090900@progeny.com> <1123258688.26821.0.camel@localhost.localdomain> Message-ID: <42F3A437.40107@bestpractical.com> Tim Suter wrote: > I am creating a new RT 3.2.3 database on a remote mysql4 server. I am > wondering what the Global Privileges should be for the new RT user of > the new db. I am using phpmyadmin to administrate the remote mysql > server. make initialize-database should take care of this provided you ran ./configure with the right options. > Also, do I need to run the make-initialize database command if I am > going to be importing from an existing RT2 db using the rt2todump and > dumptort3 scripts? Yes. Cheers, Tom From BTaylor at modulusvideo.com Fri Aug 5 13:41:42 2005 From: BTaylor at modulusvideo.com (Bryant Taylor) Date: Fri, 5 Aug 2005 10:41:42 -0700 Subject: [rt-users] Auto create users documentation Message-ID: <3AAB61FCAC5E9D418FA7C897ABF2C8154D6B0D@exchange.MODULUSVIDEO.local> HI All, I am using the most current version of rt 3.4 on centos 4. Everything is working great, but now I need figure out how to get new users created via email with a password assigned to their logon ID which I believe is just the from: email address. I have been all over the rt-users mailing list and haven't found any useful info.. Other than trying to edit rt3/RT/Interface/Email.pm. Here is what I have currently. sub CreateUser { my ($Username, $Address, $Name, $ErrorsTo, $entity) = @_; my $NewUser = RT::User->new($RT::SystemUser); my ($Val, $Message) = $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => $Name, Password => $Address, ( this is what I added). Privileged => 0, Comments => 'Autocreated on ticket submission' After sending an email from a test account, a ticket is created, and auto-response is sent, but when I try to logon with that newly created account, I can't. I looked into the privlidged users area in RT but really haven't found out where or why this isn't working. Any help would be great. Thanks, Bryant -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmaderios at ineousa.com Fri Aug 5 13:40:29 2005 From: jmaderios at ineousa.com (Maderios, Jason) Date: Fri, 5 Aug 2005 13:40:29 -0400 Subject: [rt-users] Query problem when using Updated. Message-ID: <955911B61AAB744DA47EC274B52DECC22123@triton.int.mirrorimage.net> All- I am trying to build a query that searches a queue for any activity on a certain day. Basically show me any ticket in queue IT.HELP that had activity (Updated) on day. Query = Queue = 'IT.Help' AND Updated = 'Mon Aug 01' It bombs with the following (see end of email) errors in the log: Has anyone seen this or know a resolution? Tia- Jason Maderios Errors: Aug 5 13:37:51 bigbro RT: at /opt/rt3/lib/RT/Date.pm line 192 RT::Date::Set('RT::Date=HASH(0xc136c8c)', 'Format', 'ISO', 'Value', 'Mon Aug 01') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 588 RT::Tickets::_TransDateLimit('RT::Tickets=HASH(0xc185cd4)', 'Updated', '=', 'Mon Aug 01', 'SUBCLAUSE', '', 'ENTRYAGGREGATOR', '', 'SUBKEY', ...) called at /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 328 RT::Tickets::_parser('RT::Tickets=HASH(0xc185cd4)', ' Updated = \'Mon Aug 01\' AND Queue = \'IT.Help\' ') called at /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 480 eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 480 RT::Tickets::FromSQL('RT::Tickets=HASH(0xc185cd4)', ' Updated = \'Mon Aug 01\' AND Queue = \'IT.Help\' ') called at /opt/rt3/share/html/Search/Results.html line 91 HTML::Mason::Commands::__ANON__('Query', ' Updated = \'Mon Aug 01\' AND Queue = \'IT.Help\' ', 'Format', '\' __id__ From KevinSonney at zumiez.com Fri Aug 5 14:31:43 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Fri, 5 Aug 2005 11:31:43 -0700 Subject: [rt-users] Auto create users documentation Message-ID: Brian, Change Priviledge => 1 Thanks, Kevin ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryant Taylor Sent: Friday, August 05, 2005 10:42 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Auto create users documentation HI All, I am using the most current version of rt 3.4 on centos 4. Everything is working great, but now I need figure out how to get new users created via email with a password assigned to their logon ID which I believe is just the from: email address. I have been all over the rt-users mailing list and haven't found any useful info.. Other than trying to edit rt3/RT/Interface/Email.pm. Here is what I have currently. sub CreateUser { my ($Username, $Address, $Name, $ErrorsTo, $entity) = @_; my $NewUser = RT::User->new($RT::SystemUser); my ($Val, $Message) = $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => $Name, Password => $Address, ( this is what I added). Privileged => 0, Comments => 'Autocreated on ticket submission' After sending an email from a test account, a ticket is created, and auto-response is sent, but when I try to logon with that newly created account, I can't. I looked into the privlidged users area in RT but really haven't found out where or why this isn't working. Any help would be great. Thanks, Bryant -------------- next part -------------- An HTML attachment was scrubbed... URL: From anner at blast.com Fri Aug 5 14:46:01 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 05 Aug 2005 14:46:01 -0400 Subject: [rt-users] queue name with ticket # instead of server name Message-ID: <42F3B3E9.7020506@blast.com> My tickets come through with a ticket # like [rt.blast.com #13093] as the beginning of the subject. Can I change that to the ticket queue name instead of the rt server name? Anne From trs at bestpractical.com Fri Aug 5 15:21:29 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 05 Aug 2005 15:21:29 -0400 Subject: [rt-users] queue name with ticket # instead of server name In-Reply-To: <42F3B3E9.7020506@blast.com> References: <42F3B3E9.7020506@blast.com> Message-ID: <42F3BC39.6030808@bestpractical.com> Anne Ramey wrote: > My tickets come through with a ticket # like > [rt.blast.com #13093] > as the beginning of the subject. Can I change that to the ticket queue > name instead of the rt server name? You're going to want to keep the RT server name as it is because RT uses it to determine if email is meant for it. You can, however, add the queue name somewhere else in the subject; look into modifying the appropriate correspondence templates. Cheers, Tom From GAksenov at imbank.ru Fri Aug 5 10:30:41 2005 From: GAksenov at imbank.ru (GAksenov at imbank.ru) Date: Fri, 5 Aug 2005 18:30:41 +0400 Subject: [rt-users] Creating new CF type In-Reply-To: <20050805135824.GE1614@chaka.net> Message-ID: I have already did it. ;) may be it is not optimal solution, but now i have new CF 'Select one URL' and 'Select multiply URL' the administarot fill in the Name and Description (URL) and users can select field and click on it in display mode. with best wishes German Aksenov International Moscow Bank phone: (095)258-7258 ext. 2617 From GAksenov at imbank.ru Fri Aug 5 10:41:48 2005 From: GAksenov at imbank.ru (GAksenov at imbank.ru) Date: Fri, 5 Aug 2005 18:41:48 +0400 Subject: [rt-users] Creating new CF type In-Reply-To: <20050805135824.GE1614@chaka.net> Message-ID: the reason is: if i already have defined asset in AT system. i the real life i need only make some changes in it (patch installed, disk replaced, etc) and url link to this asset will be static. for RT system I have CF field with list of assets and then users will create ticket they will link it with asset (by selecting value) and understand the mean by the value (not url). I think the Name is more comfortable for users then URL. with best wishes German Aksenov From tsuter at cait.org Fri Aug 5 16:18:11 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 05 Aug 2005 15:18:11 -0500 Subject: [rt-users] New RT mysql database In-Reply-To: <42F3A437.40107@bestpractical.com> References: <42F376D4.7090900@progeny.com> <1123258688.26821.0.camel@localhost.localdomain> <42F3A437.40107@bestpractical.com> Message-ID: <1123273091.31474.3.camel@localhost.localdomain> This is nice. The guy working on the web server part deleted the source folder. Therefore, no make initialize-database. What about rt-setup-database? Will this create the db? Tim On Fri, 2005-08-05 at 13:39 -0400, Thomas Sibley wrote: > Tim Suter wrote: > > I am creating a new RT 3.2.3 database on a remote mysql4 server. I am > > wondering what the Global Privileges should be for the new RT user of > > the new db. I am using phpmyadmin to administrate the remote mysql > > server. > > make initialize-database should take care of this provided you ran > ./configure with the right options. > > > Also, do I need to run the make-initialize database command if I am > > going to be importing from an existing RT2 db using the rt2todump and > > dumptort3 scripts? > > Yes. > > Cheers, > Tom From tbeattie at boingo.com Fri Aug 5 16:57:06 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Fri, 05 Aug 2005 13:57:06 -0700 Subject: [rt-users] New RT mysql database In-Reply-To: <1123273091.31474.3.camel@localhost.localdomain> References: <42F376D4.7090900@progeny.com> <1123258688.26821.0.camel@localhost.localdomain> <42F3A437.40107@bestpractical.com> <1123273091.31474.3.camel@localhost.localdomain> Message-ID: <1123275426.16474.20.camel@ernie.boingo.com> All "make initialize-database" does is run: rt-setup-database --action init --dba root --prompt-for-dba-password Substitute "root" with the user name of the db administrator account. Cheers, - Trevin On Fri, 2005-08-05 at 15:18 -0500, Tim Suter wrote: > This is nice. The guy working on the web server part deleted the source > folder. Therefore, no make initialize-database. What about > rt-setup-database? Will this create the db? > > Tim From cartera at lei.net.au Fri Aug 5 17:53:18 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sat, 06 Aug 2005 07:53:18 +1000 Subject: [rt-users] RT 3.5.2 rocks! Message-ID: <42F3DFCE.9040401@lei.net.au> I just wanted to drop Jesse et al a note saying THANK YOU for 3.5.2 . I know its not release yet, and isn't stable, but I like it !! :) It fixes a lot of gripes with RT and layout control, the Reminders feature rocks and lots of those annoying bugs a gone. I spent the last day converting our mods into 3.5.2 and it works a treat! Theres a few annoying bugs still left from 3.4.X series - The "Grant this user rights" and password box are still ignored during the initial create (argh!!!) ... Oh, and as a tip: Add an easier way to edit the "Columns" definition. Perhaps if no Field ID is selected, it will just repeat the Title down the columns - I manually added "Take" and "Kill" to the DefaultFormat and after hacking Elements/CollectionAsTable & RT__Tickets I was able to get it to include those options. I look forward to the future releases of the 3.5.X family!!! -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From Murray.Bryant at harmonygold.com.au Sat Aug 6 04:22:10 2005 From: Murray.Bryant at harmonygold.com.au (Murray Bryant) Date: Sat, 6 Aug 2005 16:22:10 +0800 Subject: [rt-users] Statistics Graphs not showing Message-ID: <85B3CB5ABFBEC247B85395A2962867FE102AF7@perth-k1.harmony.local> I have the statistics showing the in the HTML table but the graph picture does not display. I can see the error httpd in free(): error: modified (page-) pointer httpd in free(): error: modified (page-) pointer [Sat Aug 6 16:12:13 2005] [notice] child pid 754 exit signal Abort trap (6) [Sat Aug 6 16:12:13 2005] [notice] child pid 680 exit signal Abort trap (6) In my http-error log. My system is Freebsd 5.3, apache 1.3 Gd-2.0.33 GDGraph (1.43) GDTextUtil (0.86) Are all installed from the ports tree. I am unsure where to start troubleshooting this error. Any help is appriciated Thanks Murray -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Sat Aug 6 08:50:44 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 6 Aug 2005 08:50:44 -0400 Subject: [rt-users] Creating new CF type In-Reply-To: References: <20050805135824.GE1614@chaka.net> Message-ID: <20050806125044.GF1614@chaka.net> On Fri, Aug 05, 2005 at 06:41:48PM +0400, GAksenov at imbank.ru wrote: > the reason is: if i already have defined asset in AT system. i the real > life i need only make some changes in it (patch installed, disk replaced, > etc) and url link to this asset will be static. > for RT system I have CF field with list of assets and then users will > create ticket they will link it with asset (by selecting value) and > understand the mean by the value (not url). > I think the Name is more comfortable for users then URL. > > with best wishes > German Aksenov If you were trying to simplify linking assets to tickets it might have been better to write a special-case interface for doing that. From maillist at klarnet.ru Sat Aug 6 15:03:07 2005 From: maillist at klarnet.ru (maillist at klarnet.ru) Date: Sat, 6 Aug 2005 23:03:07 +0400 Subject: [rt-users] RT v3.4 don't send email to requestor Message-ID: <200508061903.j76J379v022778@xocmep.ru> Hallo! I have a problem with RT 3.4 - emails from RT do not send when I answer on ticket in then Web interface I use FreeBSD 5.4, MySQL 4.1.12 and RT 3.4 This is the part of the rt.log file: [Sat Aug 6 15:44:32 2005] [info]: #4/83 - Scrip 5 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) [Sat Aug 6 15:44:32 2005] [info]: No recipients found. Not sending. I see right requestor email in the RT and AutoReply script works as it is necessary. Probably, I have gaped any config option? From support at cyberpro.com.au Sun Aug 7 23:00:21 2005 From: support at cyberpro.com.au (Les Stott) Date: Mon, 08 Aug 2005 13:00:21 +1000 Subject: [rt-users] RT3 Batch Stats Message-ID: <42F6CAC5.8010309@cyberpro.com.au> Hi, I'm using the command line rt3 batch stats to generate reporting data on my rt 3.4.2 installation. They work great. What i really want to do also is report daily on "TimeWorked", whether a ticket is resolved or not, thus giving me an idea of how much time is spent on the helpdesk on a daily basis. I have had a crack at the TimeWorked extension to RT3-Statiscs package, but i haven't been able to get it to work properly, especially getting it to pickup my defined $Queue. I would prefer though a command line process so it could be automated and sent via email on a weekly basis. Can anyone help out with this? Regards, Les From rabsmobile at commoncents.net.au Mon Aug 8 08:50:49 2005 From: rabsmobile at commoncents.net.au (Rabbie Zalaf) Date: Mon, 8 Aug 2005 22:50:49 +1000 Subject: [rt-users] Making a custom field entry mandatory In-Reply-To: <42F6CAC5.8010309@cyberpro.com.au> Message-ID: <42DE850100694A9B@smtp01.syd.iprimus.net.au> (added by postmaster@iprimus.com.au) Hi all, I was wondering if it is possible to make it so that a staff member cannot submit a ticket without entering data into a specific custom field. We have a queue where the users telephone number is included in the ticket and I want to make it mandatory to take a customers telephone number before the staff member submits the ticket. Any help appreciated. Thanks. Rabbie. From graham.dunn at leitch.com Mon Aug 8 09:06:11 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Mon, 08 Aug 2005 09:06:11 -0400 Subject: [rt-users] Statistics Graphs not showing In-Reply-To: <85B3CB5ABFBEC247B85395A2962867FE102AF7@perth-k1.harmony.local> References: <85B3CB5ABFBEC247B85395A2962867FE102AF7@perth-k1.harmony.local> Message-ID: <42F758C3.70201@leitch.com> Murray Bryant wrote: > I have the statistics showing the in the HTML table but the graph > picture does not display. > > I can see the error > > httpd in free(): error: modified (page-) pointer > httpd in free(): error: modified (page-) pointer > [Sat Aug 6 16:12:13 2005] [notice] child pid 754 exit signal Abort > trap (6) > [Sat Aug 6 16:12:13 2005] [notice] child pid 680 exit signal Abort > trap (6) > > In my http-error log. > > My system is Freebsd 5.3, apache 1.3 > > Gd-2.0.33 > GDGraph (1.43) > GDTextUtil (0.86) > > Are all installed from the ports tree. > I couldn't get this working until I removed the ports versions and installed from CPAN (perl -MCPAN -e shell, etc) Graham From anders.ekstrand at drutt.com Mon Aug 8 09:33:12 2005 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Mon, 8 Aug 2005 15:33:12 +0200 Subject: [rt-users] Transaction->CustomFieldValues in scrips Message-ID: Hi all, In RT 3.4.2, I'm trying to read a transaction's custom fields with a scrip like: ------------------- my $Transaction = $self->TransactionObj; my $CustomFieldValues=$Transaction->CustomFieldValues("Name-of-CF"); $RT::Logger->error( "Parsing transaction custom fields:"); while (my $CustomFieldValue = $CustomFieldValues->Next) { $RT::Logger->error( "Custom Field: ".$CustomFieldValue->Content ); }; $RT::Logger->error( "Done!" ); return (1); ------------------- I have seen some postings about the same issue, but they all seems to come down to that it doesn't work. Is that really the case? Best Regards - Anders Ekstrand From Bruce.Rudd at datadirect.com Mon Aug 8 10:34:47 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Mon, 8 Aug 2005 10:34:47 -0400 Subject: [rt-users] Custom Status Message-ID: Well, so far I am not having any luck getting this to work. I have tried adding this to both Queue_local.pm and RT_SiteCongfig.pm. I stopped Apache, deleted the Mason cache and then started Apache. I still do not get my "pending" value in the status pulldown list. If there is anyone that had gotten this to work that can provide me with some detail description of what you did I would be very grateful. Regards, Bruce Rudd -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Monday, August 01, 2005 9:16 PM To: Bruce Rudd Cc: Paul Crossman; Thomas Sibley; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Status On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote: > I have tried adding > > @ACTIVE_STATUS = qw(new open stalled pending); > @INACTIVE_STATUS = qw(resolved rejected deleted); > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > > As well as > > @DEFAULT_ACTIVE_STATUS = qw(new open stalled pending); > @DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted); > @DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS); > > to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending' > status is not showing up. > > What am I leaving out or doing wrong??? > Did you delete the mason cache? From lawmit at gmail.com Mon Aug 8 11:28:23 2005 From: lawmit at gmail.com (Law Mitchell) Date: Mon, 8 Aug 2005 11:28:23 -0400 Subject: [rt-users] configuring rt to use postgres socket Message-ID: <1a43dbe70508080828245d2a2@mail.gmail.com> what must i change in the rt scripts to have rt connect to the postgres socket instead of port 5432 -lawmit From joao.camara at oblog.pt Mon Aug 8 11:27:33 2005 From: joao.camara at oblog.pt (joao camara) Date: Mon, 8 Aug 2005 15:27:33 +0000 (UTC) Subject: [rt-users] How to validate custom filed in RT 3.4.2 Message-ID: I've installed RT 3.4.2. I would like to prevent errors when creating tickets, by validating if: i) Some custom field were filed ii) a given format was used when filing some custom fields Is this possible and how? From Ahalya_Nathan at mudnebr.com Mon Aug 8 12:07:36 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Mon, 8 Aug 2005 11:07:36 -0500 Subject: [rt-users] Doubt in Login.html In-Reply-To: <1a43dbe70508080828245d2a2@mail.gmail.com> Message-ID: Hi all, Can someone interpret this piece of code in Login.html
Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From roi.lists at gmail.com Mon Aug 8 12:56:04 2005 From: roi.lists at gmail.com (roi h) Date: Mon, 8 Aug 2005 19:56:04 +0300 Subject: [rt-users] Rich Formatting Email Composition Form? Message-ID: <38d8db240508080956db9049f@mail.gmail.com> Hi. Is there an option of having "rich formatting" controls in the email composition forms in the web interface? Our support people are used to Outlook, and resist going back to plain-vanilla text emails. Thanks. From tbeattie at boingo.com Mon Aug 8 13:01:45 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Mon, 08 Aug 2005 10:01:45 -0700 Subject: [rt-users] Doubt in Login.html In-Reply-To: References: Message-ID: <1123520505.28609.20.camel@ernie.boingo.com> "FORM" is an HTML tag which encloses an input form. In this case, the login box (username and password). "METHOD=POST" means that the form data will be passed in the HTTP headers (as opposed to GET, where data is passed encoded in the URL). "ACTION=" defines the URL to which the form data will be sent. "UNIVERSAL::can" is a Perl function which determines whether the class object ($r) has a method of the given name ('uri'). "$r" is a global request object passed from Apache which can be used to obtain various information about the HTTP session. See http://perl.apache.org/docs/1.0/api/Apache.html for documentation. "$r->uri" is a method that returns the requested URI minus any query string; in other words, it's a reference back to the login page itself. "=~ m!.*/(.*)!" is a Perl pattern-matching operator, which in essence looks for the last '/' character in the string and then returns all characters that follow it. In this context with $r->uri, it takes the URL of the login page and strips off the host and directory components, leaving just the base name of the page. -- Trevin Beattie On Mon, 2005-08-08 at 11:07 -0500, Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > Can someone interpret this piece of code in Login.html > > > > Regards, > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District From Rich.West at wesmo.com Mon Aug 8 13:50:02 2005 From: Rich.West at wesmo.com (Rich West) Date: Mon, 08 Aug 2005 13:50:02 -0400 Subject: [rt-users] standalone_httpd In-Reply-To: <42EFD688.3060602@wesmo.com> References: <42EF8904.8030006@wesmo.com> <20050802151253.GF10688@bestpractical.com> <1122996050.15038.4.camel@moola.futuresource.com> <20050802160605.GD1614@chaka.net> <42EFD688.3060602@wesmo.com> Message-ID: <42F79B4A.7060404@wesmo.com> >>> Is this efficient enough to use as the standard way of running RT? It >>> might eliminate a lot of installation problems and if you wanted it >>> as a virtual host you could easily run on an odd port number and play >>> some tricks with Apache's ProxyPass or RewriteRules to hide the fact >>> that it isn't the same web server. >>> >>>> Unless things have changed, standalone is single threaded. That means >>>> it can only process one request at a time. If someone runs a long >>>> query everyone else will be waiting. >>>> >>> Unfortunately, this is true. It is single threaded, and it can be a >>> huge performance hit. >> Although.. just a thought here.. if it were written so as to be a forking web server (fork off a standalone process to handle the current request then exit upon completion), with a limit on the number of currently running forks (so as to prevent the server from being overloaded too easily), it would probably be comparable in performance without the complexity.. -Rich From smetch at hotmail.com Mon Aug 8 13:54:20 2005 From: smetch at hotmail.com (G S) Date: Mon, 08 Aug 2005 17:54:20 +0000 Subject: [rt-users] RT3 with FastCGI fails with client denied by server configuration Message-ID: I am building a new RT3 server and wanted to use fastcgi. The server runs SuSE Enterprise 9 with Apache2 and mod_fastcgi. When I try to connected to rt's interface I get: "client denied by server configuration: /srv/rt3/bin/mason_handler.fcgi" in the web server error log. Did a bunch of googling but found no joy. Rt is installed as a virtual host with the following directives: ServerName rt3.smetch.com DocumentRoot /srv/rt3/share/html AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi ScriptAlias / /srv/rt3/bin/mason_handler.fcgi/ I also have the server set up: FastCgiServer /srv/rt3/bin/mason_handler.fcgi If I comment out the ScriptAlias line I get the correct index.html page so it is not a directory permissisons error there but with the line in, nothing goes thru. I thought it was a permissions error but even with chmod 777 to alll of /srv/rt3, still no joy. Anyone seen this before. Google is quite dry on any of the things I can think to search on. Thanks. From les at futuresource.com Mon Aug 8 14:31:54 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 08 Aug 2005 13:31:54 -0500 Subject: [rt-users] standalone_httpd In-Reply-To: <42F79B4A.7060404@wesmo.com> References: <42EF8904.8030006@wesmo.com> <20050802151253.GF10688@bestpractical.com> <1122996050.15038.4.camel@moola.futuresource.com> <20050802160605.GD1614@chaka.net> <42EFD688.3060602@wesmo.com> <42F79B4A.7060404@wesmo.com> Message-ID: <1123525913.25878.10.camel@moola.futuresource.com> On Mon, 2005-08-08 at 12:50, Rich West wrote: > >>> Is this efficient enough to use as the standard way of running RT? It > >>> might eliminate a lot of installation problems and if you wanted it > >>> as a virtual host you could easily run on an odd port number and play > >>> some tricks with Apache's ProxyPass or RewriteRules to hide the fact > >>> that it isn't the same web server. > >>> > >>>> Unless things have changed, standalone is single threaded. That means > >>>> it can only process one request at a time. If someone runs a long > >>>> query everyone else will be waiting. > >>>> > >>> Unfortunately, this is true. It is single threaded, and it can be a > >>> huge performance hit. > >> > > Although.. just a thought here.. if it were written so as to be a > forking web server (fork off a standalone process to handle the current > request then exit upon completion), with a limit on the number of > currently running forks (so as to prevent the server from being > overloaded too easily), it would probably be comparable in performance > without the complexity.. Forking a big process like perl+application on every hit would be pretty expensive too. I think what it would really need is to pre-fork 3 or 4 processes if that can be done without making it just as complicated as fastgci. -- Les Mikesell les at futuresource.com From todd at chaka.net Mon Aug 8 14:09:51 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 8 Aug 2005 14:09:51 -0400 Subject: [rt-users] standalone_httpd In-Reply-To: <42F79B4A.7060404@wesmo.com> References: <42EF8904.8030006@wesmo.com> <20050802151253.GF10688@bestpractical.com> <1122996050.15038.4.camel@moola.futuresource.com> <20050802160605.GD1614@chaka.net> <42EFD688.3060602@wesmo.com> <42F79B4A.7060404@wesmo.com> Message-ID: <20050808180951.GG1614@chaka.net> On Mon, Aug 08, 2005 at 01:50:02PM -0400, Rich West wrote: > > >>>Is this efficient enough to use as the standard way of running RT? It > >>>might eliminate a lot of installation problems and if you wanted it > >>>as a virtual host you could easily run on an odd port number and play > >>>some tricks with Apache's ProxyPass or RewriteRules to hide the fact > >>>that it isn't the same web server. > >>> > >>>>Unless things have changed, standalone is single threaded. That means > >>>>it can only process one request at a time. If someone runs a long > >>>>query everyone else will be waiting. > >>>> > >>>Unfortunately, this is true. It is single threaded, and it can be a > >>>huge performance hit. > >> > > Although.. just a thought here.. if it were written so as to be a > forking web server (fork off a standalone process to handle the current > request then exit upon completion), with a limit on the number of > currently running forks (so as to prevent the server from being > overloaded too easily), it would probably be comparable in performance > without the complexity.. > > -Rich I talked to Jesse about this and he said that when you start pre-forking and the like you very closely approach the speed of Apache. Although the perl solution would be easier to get up and running... I would like to see how it works. -Todd From adnichols at gmail.com Mon Aug 8 18:03:57 2005 From: adnichols at gmail.com (Aaron Nichols) Date: Mon, 8 Aug 2005 15:03:57 -0700 Subject: [rt-users] RT3 with FastCGI fails with client denied by server configuration In-Reply-To: References: Message-ID: On 8/8/05, G S wrote: > > ServerName rt3.smetch.com > DocumentRoot /srv/rt3/share/html > AddDefaultCharset UTF-8 > AddHandler fastcgi-script fcgi > ScriptAlias / /srv/rt3/bin/mason_handler.fcgi/ I had to add the following entry to my directives. Perhaps it could be made more specific - if there's a security risk to this suggestion then feel free to pipe in. Order allow,deny allow from all Aaron From Lawrence.McAbee at amex.com Mon Aug 8 17:40:20 2005 From: Lawrence.McAbee at amex.com (McAbee, Lawrence) Date: Mon, 8 Aug 2005 17:40:20 -0400 Subject: [rt-users] Problem with transactionbatch and unblessed Message-ID: <089BE9FEB0AFD511978F00609707C02F0A887DE9@amex-srv-exch2.amex.com> I think I am making a silly mistake, but I can not see it. Template as follows on 3.4.2: Subject: Resolved: {$Ticket->Subject} blah { my $old_user = $Ticket->CurrentUser; $Ticket->CurrentUser( $RT::SystemUser ); my $batch = $Ticket->TransactionBatch; my $comment; if( !$batch || !ref($batch) ) { $RT::Logger->info("TransactionBatch stage is disabled."); } else { $RT::Logger->info("LCM batch ",@$batch); while (my $trans = $batch->Next) { $OUT .= $trans->CreatedObj->AsString . ": " . $trans->Description; if ($trans->TimeTaken) { $OUT .= " (".$trans->TimeTaken." min)"; } $OUT .= "\n"; if ($trans->Content) { $OUT .= $trans->Content . "\n"; } $OUT .= ('-'x78)."\n"; } } $Ticket->CurrentUser( $old_user ); } Error I am getting is: [Mon Aug 8 21:37:30 2005] [debug]: Found 1 scrips (/usr/local/rt-dev/lib/RT/Scr ips_Overlay.pm:354) [Mon Aug 8 21:37:30 2005] [error]: Template parsing error: Can't call method "N ext" on unblessed reference at template line 13. Stack: [template:13] [/usr/local/rt-dev/lib/RT/Template_Overlay.pm:416] [/usr/local/rt-dev/lib/RT/Template_Overlay.pm:340] [/usr/local/rt-dev/lib/RT/Action/SendEmail.pm:112] [/usr/local/rt-dev/lib/RT/Action/Notify.pm:65] [/usr/local/rt-dev/lib/RT/ScripAction_Overlay.pm:220] [/usr/local/rt-dev/lib/RT/Scrip_Overlay.pm:477] [/usr/local/rt-dev/lib/RT/Scrips_Overlay.pm:235] [/usr/local/rt-dev/lib/RT/Scrips_Overlay.pm:174] [/usr/local/rt-dev/lib/RT/Ticket_Overlay.pm:3354] (/usr/local/rt-dev/lib/RT/Template_Overlay.pm:412) [Mon Aug 8 21:37:30 2005] [error]: error: unexpected end of header I know that $batch has 4-5 transactions in there based on: [Mon Aug 8 21:47:28 2005] [info]: batch RT::Transaction=HASH(0x8522d70) RT::Transaction=HASH(0xa5d6188) RT::Transaction=HASH0xa5cf25c) RT::Transaction=HASH(0xa5e8e78) RT::Transaction=HASH(0xa5f3f5c) (template:13) Why doesn't the Next method work? Any help appreciated. This email, including attachments, may include confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this email is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this email is prohibited. If you have received this email in error, please notify the sender by replying to this message and delete this email immediately. From luis at cantv.net Mon Aug 8 16:37:03 2005 From: luis at cantv.net (Luis Moreno) Date: Mon, 8 Aug 2005 16:37:03 -0400 Subject: [rt-users] Reopen resolved ticket Message-ID: <200508082038.j78KckFn023393@rs25s3.datacenter.cha.cantv.net> Hello there. I?m using RT 3.2. How can I prevent a resolved ticket to be reopened?. I ve seen some comments in other threads about doing that with a scrip, but nothing else. Regards/Saludos -luis ------------------------------ Luis Moreno 58 416 6079637, 58 212 5001880 From jmates at sial.org Mon Aug 8 23:07:01 2005 From: jmates at sial.org (Jeremy Mates) Date: Mon, 8 Aug 2005 20:07:01 -0700 Subject: [rt-users] configuring rt to use postgres socket In-Reply-To: <1a43dbe70508080828245d2a2@mail.gmail.com> References: <1a43dbe70508080828245d2a2@mail.gmail.com> Message-ID: <20050809030701.GR441@neamh.sial.org> * Law Mitchell > what must i change in the rt scripts to have rt connect to the > postgres socket instead of port 5432 Try setting $DatabaseHost to an empty string in RT_SiteConfig.pm: Set( $DatabaseHost, '' ); From les at futuresource.com Tue Aug 9 00:44:05 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 08 Aug 2005 23:44:05 -0500 Subject: [rt-users] configuring rt to use postgres socket In-Reply-To: <20050809030701.GR441@neamh.sial.org> References: <1a43dbe70508080828245d2a2@mail.gmail.com> <20050809030701.GR441@neamh.sial.org> Message-ID: <1123562645.18365.4.camel@les-home.futuresource.com> On Mon, 2005-08-08 at 22:07, Jeremy Mates wrote: > * Law Mitchell > > what must i change in the rt scripts to have rt connect to the > > postgres socket instead of port 5432 > > Try setting $DatabaseHost to an empty string in RT_SiteConfig.pm: > > Set( $DatabaseHost, '' ); I don't know if it is still true, but the perl DBD::Pg module used to require a connection on a tcp port. It may not be possible to use unix domain sockets. You can bind to the 127.0.0.1 address if you want to make sure connection are not accepted from other machines. -- Les Mikesell les at futuresource.com From ogigondan at coframi-toulouse.com Tue Aug 9 03:27:28 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 09:27:28 +0200 Subject: [rt-users] Statistics Message-ID: <000e01c59cb3$cd1a5060$ab1f09c0@MYRAT> Hello ! i have installed RT, and i'd like to use the statistics module. I installed the GD and GD::Graph perl modules and copy the uncompressed archive in "/opt/rt3/local/html". It seems there's no more action to do, reading the documentation. So, the text statistics works but, the graphs doesn't work ! I don't understand why :( Can someone help me ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ogigondan at coframi-toulouse.com Tue Aug 9 03:34:46 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 09:34:46 +0200 Subject: [rt-users] One ticket each 4 minutes ! Message-ID: <001701c59cb4$d46803c0$ab1f09c0@MYRAT> Hello ! I have installed RT. But when i send an email to my address for RT, this one is no delete in the mailbox and is add every 4 minutes in RT as a ticket. Can i have help, please ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ogigondan at coframi-toulouse.com Tue Aug 9 05:34:49 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 11:34:49 +0200 Subject: [rt-users] "Search" doesn't work anymore Message-ID: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> Hello ! after upgrading from 3.0.10 to 3.4.2 the section "Tickets" on the left of the web interface. The link search the file "Listing.html" which doesn't exist in the installation of this new version. Can i have help ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From rabsmobile at commoncents.net.au Tue Aug 9 05:33:48 2005 From: rabsmobile at commoncents.net.au (Rabbie Zalaf) Date: Tue, 9 Aug 2005 19:33:48 +1000 Subject: [rt-users] How to validate custom filed in RT 3.4.2 In-Reply-To: Message-ID: <42DFD69C00682D1E@smtp02.syd.iprimus.net.au> (added by postmaster@iprimus.com.au) I would also love to know how to do this... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joao camara Sent: Tuesday, August 09, 2005 1:28 AM To: rt-users at lists.fsck.com Subject: [rt-users] How to validate custom filed in RT 3.4.2 I've installed RT 3.4.2. I would like to prevent errors when creating tickets, by validating if: i) Some custom field were filed ii) a given format was used when filing some custom fields Is this possible and how? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From support at cyberpro.com.au Tue Aug 9 07:00:42 2005 From: support at cyberpro.com.au (Les Stott) Date: Tue, 09 Aug 2005 21:00:42 +1000 Subject: [rt-users] "Search" doesn't work anymore In-Reply-To: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> References: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> Message-ID: <42F88CDA.5050300@cyberpro.com.au> Sounds like you've installed the Statistics module. It breaks a line of code in 3.4.2 regarding the search builder interface. Follow the instructions from the link below to resolve.... http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage Regards, Les Olivier Gigondan wrote: > Hello ! > > after upgrading from 3.0.10 to 3.4.2 the section "Tickets" on the left > of the web interface. The link search the file "Listing.html" which > doesn't exist in the installation of this new version. > Can i have help ? > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Tue Aug 9 06:56:05 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 9 Aug 2005 05:56:05 -0500 Subject: [rt-users] Statistics Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA27D@mailservermn.mqsoftware.com> Olivier, Check that the versions installed are the same as the ones listed, and make sure to run tests on the GD and GD::Graph packages outside of RT/Apache.... -Kelly _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Olivier Gigondan Sent: Tuesday, August 09, 2005 2:27 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Statistics Hello ! i have installed RT, and i'd like to use the statistics module. I installed the GD and GD::Graph perl modules and copy the uncompressed archive in "/opt/rt3/local/html". It seems there's no more action to do, reading the documentation. So, the text statistics works but, the graphs doesn't work ! I don't understand why :( Can someone help me ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From support at cyberpro.com.au Tue Aug 9 09:09:51 2005 From: support at cyberpro.com.au (Les Stott) Date: Tue, 09 Aug 2005 23:09:51 +1000 Subject: [rt-users] "Search" doesn't work anymore In-Reply-To: <008501c59cdf$a1f73520$ab1f09c0@MYRAT> References: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> <42F88CDA.5050300@cyberpro.com.au> <008501c59cdf$a1f73520$ab1f09c0@MYRAT> Message-ID: <42F8AB1F.3030409@cyberpro.com.au> You should probably check through the "Configuration" - "Global" - group rights and or user rights. You may have to define privileges for the root user to do searches. What error do you get if you login as root and try to search? Regards, Les Olivier Gigondan wrote: > Thanks for the url. But now it works except for the "root user" > > ----- Original Message ----- > *From:* Les Stott > *To:* Olivier Gigondan > *Cc:* rt-users at lists.bestpractical.com > > *Sent:* Tuesday, August 09, 2005 1:00 PM > *Subject:* Re: [rt-users] "Search" doesn't work anymore > > Sounds like you've installed the Statistics module. It breaks a > line of code in 3.4.2 regarding the search builder interface. > > Follow the instructions from the link below to resolve.... > > http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage > > Regards, > > Les > > Olivier Gigondan wrote: > >> Hello ! >> >> after upgrading from 3.0.10 to 3.4.2 the section "Tickets" on the >> left of the web interface. The link search the file >> "Listing.html" which doesn't exist in the installation of this >> new version. >> Can i have help ? >> >>------------------------------------------------------------------------ >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From ogigondan at coframi-toulouse.com Tue Aug 9 09:27:17 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 15:27:17 +0200 Subject: [rt-users] "Search" doesn't work anymore References: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> <42F88CDA.5050300@cyberpro.com.au> <008501c59cdf$a1f73520$ab1f09c0@MYRAT> <42F8AB1F.3030409@cyberpro.com.au> Message-ID: <009401c59ce6$1369a930$ab1f09c0@MYRAT> The root user has no less rights than others, and granting all rights no resolve the problem. The error, is that the web page is not display well and there's the sand glass of the side of the mouse pointer and the only way to resolve is to restart "httpd". There's an error message: "/usr/local/apache/bin/httpd: error while loading shared libraries: /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/auto/GD/GD.so: undefined symbol: gdFontGetLarge" ----- Original Message ----- From: Les Stott To: Olivier Gigondan ; rt-users at lists.bestpractical.com Sent: Tuesday, August 09, 2005 3:09 PM Subject: Re: [rt-users] "Search" doesn't work anymore You should probably check through the "Configuration" - "Global" - group rights and or user rights. You may have to define privileges for the root user to do searches. What error do you get if you login as root and try to search? Regards, Les Olivier Gigondan wrote: Thanks for the url. But now it works except for the "root user" ----- Original Message ----- From: Les Stott To: Olivier Gigondan Cc: rt-users at lists.bestpractical.com Sent: Tuesday, August 09, 2005 1:00 PM Subject: Re: [rt-users] "Search" doesn't work anymore Sounds like you've installed the Statistics module. It breaks a line of code in 3.4.2 regarding the search builder interface. Follow the instructions from the link below to resolve.... http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage Regards, Les Olivier Gigondan wrote: Hello ! after upgrading from 3.0.10 to 3.4.2 the section "Tickets" on the left of the web interface. The link search the file "Listing.html" which doesn't exist in the installation of this new version. Can i have help ? ------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ogigondan at coframi-toulouse.com Tue Aug 9 09:28:57 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 15:28:57 +0200 Subject: [rt-users] Statistics Message-ID: <00a301c59ce6$4f426690$ab1f09c0@MYRAT> >The other thing to try is to right click the image and save it to a file (or copy the url and save it that way), and look at the file contents When the perl modules wasn't installed i could see erros thanks to "see image" of the borwser, but now i can't see error messages ----- Original Message ----- From: Kelly F. Hickel To: Olivier Gigondan Sent: Tuesday, August 09, 2005 2:01 PM Subject: RE: [rt-users] Statistics Unfortunately, it's been over a year since I looked at this stuff, it was my intention to add self test code in, but I haven't been able to do that yet. The GD and GD::Graph packages should include testing instructions. The other thing to try is to right click the image and save it to a file (or copy the url and save it that way), and look at the file contents. There used to be a bug in RTFM that caused a blank line at the start of the file, but that was fixed a long time ago. -- Kelly F. Hickel ------------------------------------------------------------------------------ From: Olivier Gigondan [mailto:ogigondan at coframi-toulouse.com] Sent: Tuesday, August 09, 2005 6:56 AM To: Kelly F. Hickel Subject: Re: [rt-users] Statistics my versions are ok. For the tests, i don't know how do tests outside of RT/Apache, Do you have an idea ? ----- Original Message ----- From: Kelly F. Hickel To: Olivier Gigondan ; rt-users at lists.bestpractical.com Sent: Tuesday, August 09, 2005 12:56 PM Subject: RE: [rt-users] Statistics Olivier, Check that the versions installed are the same as the ones listed, and make sure to run tests on the GD and GD::Graph packages outside of RT/Apache.. -Kelly ---------------------------------------------------------------------------- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Olivier Gigondan Sent: Tuesday, August 09, 2005 2:27 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Statistics Hello ! i have installed RT, and i'd like to use the statistics module. I installed the GD and GD::Graph perl modules and copy the uncompressed archive in "/opt/rt3/local/html". It seems there's no more action to do, reading the documentation. So, the text statistics works but, the graphs doesn't work ! I don't understand why :( Can someone help me ? -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 9 09:35:21 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 09 Aug 2005 09:35:21 -0400 Subject: [rt-users] "Search" doesn't work anymore In-Reply-To: <009401c59ce6$1369a930$ab1f09c0@MYRAT> References: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> <42F88CDA.5050300@cyberpro.com.au> <008501c59cdf$a1f73520$ab1f09c0@MYRAT> <42F8AB1F.3030409@cyberpro.com.au> <009401c59ce6$1369a930$ab1f09c0@MYRAT> Message-ID: <42F8B119.5060000@ucrwcu.rwc.uc.edu> Olivier Gigondan wrote: > The root user has no less rights than others, and granting all rights > no resolve the problem. > The error, is that the web page is not display well and there's the > sand glass of the side of the mouse pointer and the only way to > resolve is to restart "httpd". > There's an error message: > "/usr/local/apache/bin/httpd: error while loading shared libraries: > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi/auto/GD/GD.so: > undefined symbol: gdFontGetLarge" You need to remove all of the GD perl modules and recompile them to use the right gd libraries. Remove the ones installed via rpm and install them from source. On 4 different machines, I could never get the RT3Statistics package to work with the rpm gd libraries. > ----- Original Message ----- > *From:* Les Stott > *To:* Olivier Gigondan ; > rt-users at lists.bestpractical.com > > *Sent:* Tuesday, August 09, 2005 3:09 PM > *Subject:* Re: [rt-users] "Search" doesn't work anymore > > You should probably check through the "Configuration" - "Global" - > group rights and or user rights. You may have to define privileges > for the root user to do searches. > > What error do you get if you login as root and try to search? > > Regards, > > Les > > Olivier Gigondan wrote: > >> Thanks for the url. But now it works except for the "root user" >> >> ----- Original Message ----- >> *From:* Les Stott >> *To:* Olivier Gigondan >> *Cc:* rt-users at lists.bestpractical.com >> >> *Sent:* Tuesday, August 09, 2005 1:00 PM >> *Subject:* Re: [rt-users] "Search" doesn't work anymore >> >> Sounds like you've installed the Statistics module. It breaks >> a line of code in 3.4.2 regarding the search builder interface. >> >> Follow the instructions from the link below to resolve.... >> >> http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage >> >> Regards, >> >> Les >> >> Olivier Gigondan wrote: >> >>> Hello ! >>> >>> after upgrading from 3.0.10 to 3.4.2 the section "Tickets" >>> on the left of the web interface. The link search the file >>> "Listing.html" which doesn't exist in the installation of >>> this new version. >>> Can i have help ? >>> >>>------------------------------------------------------------------------ >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ogigondan at coframi-toulouse.com Tue Aug 9 09:42:30 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 15:42:30 +0200 Subject: [rt-users] "Search" doesn't work anymore References: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> <42F88CDA.5050300@cyberpro.com.au> <008501c59cdf$a1f73520$ab1f09c0@MYRAT> <42F8AB1F.3030409@cyberpro.com.au> <009401c59ce6$1369a930$ab1f09c0@MYRAT> <42F8B119.5060000@ucrwcu.rwc.uc.edu> Message-ID: <00d201c59ce8$3371d110$ab1f09c0@MYRAT> > You need to remove all of the GD perl modules and recompile them to use > the right gd libraries. Remove the ones installed via rpm and install > them from source. On 4 different machines, I could never get the > RT3Statistics package to work with the rpm gd libraries i have installed the perl modules from the archive, not rpm From ogigondan at coframi-toulouse.com Tue Aug 9 09:42:33 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 15:42:33 +0200 Subject: [rt-users] "Search" doesn't work anymore References: <005101c59cc5$99d71ff0$ab1f09c0@MYRAT> <42F88CDA.5050300@cyberpro.com.au> <008501c59cdf$a1f73520$ab1f09c0@MYRAT> <42F8AB1F.3030409@cyberpro.com.au> <009401c59ce6$1369a930$ab1f09c0@MYRAT> <42F8B119.5060000@ucrwcu.rwc.uc.edu> Message-ID: <00d301c59ce8$3418bf70$ab1f09c0@MYRAT> > You need to remove all of the GD perl modules and recompile them to use > the right gd libraries. Remove the ones installed via rpm and install > them from source. On 4 different machines, I could never get the > RT3Statistics package to work with the rpm gd libraries i have installed the perl modules from the archive, not rpm From MarkRoedel at letu.edu Tue Aug 9 09:59:17 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 9 Aug 2005 08:59:17 -0500 Subject: [rt-users] How to validate custom filed in RT 3.4.2 Message-ID: <434FADD5590FE344A09C7D7062F7FC4A01191A9A@RACHAEL-NEW.letnet.net> Entry validation on custom fields is one of the new features that Jesse's announced for 3.5.x. I think you might be able to get at least part way there using some scrip programming (you can at least eliminate values -- or replace them with defaults -- when they don't match whatever validation logic you'd like to apply). In the current releases, though, I don't know of a way short of overriding some of the RT code itself for you to prevent a ticket from being created until everything's correct. -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rabbie Zalaf Sent: Tuesday, August 09, 2005 4:34 AM To: 'joao camara'; rt-users at lists.fsck.com Subject: RE: [rt-users] How to validate custom filed in RT 3.4.2 I would also love to know how to do this... -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joao camara Sent: Tuesday, August 09, 2005 1:28 AM To: rt-users at lists.fsck.com Subject: [rt-users] How to validate custom filed in RT 3.4.2 I've installed RT 3.4.2. I would like to prevent errors when creating tickets, by validating if: i) Some custom field were filed ii) a given format was used when filing some custom fields Is this possible and how? From anner at blast.com Tue Aug 9 11:05:25 2005 From: anner at blast.com (Anne Ramey) Date: Tue, 09 Aug 2005 11:05:25 -0400 Subject: [rt-users] One ticket each 4 minutes ! In-Reply-To: <001701c59cb4$d46803c0$ab1f09c0@MYRAT> References: <001701c59cb4$d46803c0$ab1f09c0@MYRAT> Message-ID: <42F8C635.7030805@blast.com> Olivier Gigondan wrote: > Hello ! > > I have installed RT. But when i send an email to my address for RT, this > one is no delete in the mailbox and is add every 4 minutes in RT as a > ticket. > Can i have help, please ? > I'm not sure I understand your setup. There is no mailbox for RT...the mail is sent to the mailgate using aliases in your mail program. Anne From ogigondan at coframi-toulouse.com Tue Aug 9 11:08:48 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Tue, 9 Aug 2005 17:08:48 +0200 Subject: [rt-users] One ticket each 4 minutes ! References: <001701c59cb4$d46803c0$ab1f09c0@MYRAT> <42F8C635.7030805@blast.com> Message-ID: <012701c59cf4$44d8a850$ab1f09c0@MYRAT> > I'm not sure I understand your setup. There is no mailbox for RT...the > mail is sent to the mailgate using aliases in your mail program. I have a mailbox ! The mails are recover by fetchmail and the rt-mailgate is called by "mda "/opt/rt3/bin/rt-mailgate --queue --action correspond --url http://127.0.0.1/"" in .fetchmailrc From aturetta+rt at bestunion.it Tue Aug 9 12:05:07 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Tue, 09 Aug 2005 18:05:07 +0200 Subject: [rt-users] One ticket each 4 minutes ! In-Reply-To: <012701c59cf4$44d8a850$ab1f09c0@MYRAT> References: <001701c59cb4$d46803c0$ab1f09c0@MYRAT> <42F8C635.7030805@blast.com> <012701c59cf4$44d8a850$ab1f09c0@MYRAT> Message-ID: <42F8D433.6030804@bestunion.it> Olivier Gigondan wrote: > I have a mailbox ! The mails are recover by fetchmail and the rt-mailgate is > called by > "mda "/opt/rt3/bin/rt-mailgate --queue --action correspond --url > http://127.0.0.1/"" in .fetchmailrc .. and so you've found your answer. fetchmail is not part of RT, and you have to teach it how to skip already read messages. Angelo. From anthony at olivero.us Tue Aug 9 12:18:43 2005 From: anthony at olivero.us (Tony Olivero) Date: Tue, 9 Aug 2005 11:18:43 -0500 Subject: [rt-users] Installation difficulty: Test-WWW_Mechanize Message-ID: <002701c59cfe$03a2e300$6401a8c0@sugarland> Hello: I am trying to install RT 3.4.2 on a machine running Fedore Core 4. When I run perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install I get told that Test::WWW::Mechanize is Missing. It goes to CPAN and looks for it, but says it is up to date. I then run the rt-test-dependencies again grepping for "MISSING" and get Test::WWW::Mechanize ... Missing. I tried manually grabbing it from CPAN, but still get the "up to date message." When I try manually installing the package, I get told that Carp::Assert::More is missing, so I install that. When I try installing Carp::Assert I get an error like: Make: pod2test: Command not found Make: *** [testifypods] Error 127 Any help would be greatly appreciated. Thanks in advance. Tony ----- Tony Olivero anthony at olivero.us -------------- next part -------------- An HTML attachment was scrubbed... URL: From tbeattie at boingo.com Tue Aug 9 13:26:49 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Tue, 09 Aug 2005 10:26:49 -0700 Subject: [rt-users] Installation difficulty: Test-WWW_Mechanize In-Reply-To: <002701c59cfe$03a2e300$6401a8c0@sugarland> References: <002701c59cfe$03a2e300$6401a8c0@sugarland> Message-ID: <1123608409.30838.7.camel@ernie.boingo.com> RT has an awful lot of Perl dependencies. I used rpm to recursively list the modules that RT requires, the modules that those modules require, etc. Here's what it came up with. (First name is the package and version, second is (one of) the perl module(s) that it installs.) Note that my dependencies are based on using Perl 5.8.5, Apache 2.0, and mod_perl 1.99. If you are using different versions of these, or FastCGI instead of mod_perl, your dependencies may vary. mod_perl-1.99_16-4 perl(mod_perl) perl-Apache-DBI-0.94-2 perl(Apache::DBI) perl-Apache-Session-1.60-1 perl(Apache::Session) perl-Cache-Cache-1.04-1 perl(Cache::Cache) perl-Cache-Simple-TimedExpiry-0.23-1 perl(Cache::Simple::TimedExpiry) perl-Class-Container-0.12-1 perl(Class::Container) perl-Class-Data-Inheritable-0.02-1 perl(Class::Data::Inheritable) perl-Class-ReturnValue-0.52-1 perl(Class::ReturnValue) perl-Convert-BinHex-1.119-1 perl(Convert::BinHex) perl-DBD-MySQL-2.9007-1 perl(DBD::mysql) perl-DBD-Oracle-1.15-2 perl(DBD::Oracle) perl-DBI-1.48-4 perl(DBI) perl-DBIx-SearchBuilder-1.22-1 perl(DBIx::SearchBuilder) perl-Devel-StackTrace-1.11-1 perl(Devel::StackTrace) perl-Digest-SHA1-2.10-1 perl(Digest::SHA1) perl-Error-0.15-1 perl(Error) perl-Exception-Class-1.20-1 perl(Exception::Class) perl-FreezeThaw-0.43-1 perl(FreezeThaw) perl-HTML-Format-2.04-1 perl(HTML::FormatText) perl-HTML-Mason-1.28-1 perl(HTML::Mason) perl-HTML-Parser-3.45-1 perl(HTML::Entities) perl-HTML-Scrubber-0.08-1 perl(HTML::Scrubber) perl-HTML-Tagset-3.03-30 perl(HTML::Tagset) perl-HTML-Tree-3.18-2 perl(HTML::TreeBuilder) perl-IO-stringy-2.110-1 perl(IO::Scalar) perl-IPC-ShareLite-0.09-4 perl(IPC::ShareLite) perl-Locale-Maketext-Fuzzy-0.02-1 perl(Locale::Maketext::Fuzzy) perl-Locale-Maketext-Lexicon-0.47-1 perl(Locale::Maketext::Lexicon) perl-Log-Dispatch-2.10-1 perl(Log::Dispatch) perl-MIME-Lite-3.01_04-1 perl(MIME::Lite) perl-MIME-tools-5.417-1 perl(MIME::Entity) perl-MLDBM-2.01-1 perl(MLDBM) perl-Mail-Sender-0.8.10-1 perl(Mail::Sender) perl-Mail-Sendmail-0.79-6 perl(Mail::Sendmail) perl-MailTools-1.66-1 perl(Mail::Mailer) perl-Module-Refresh-0.05-1 perl(Module::Refresh) perl-Module-Versions-Report-1.02-1 perl(Module::Versions::Report) perl-Params-Validate-0.76-1 perl(Params::Validate) perl-Regexp-Common-2.119-1 perl(Regexp::Common) perl-TermReadKey-2.30-1 perl(Term::ReadKey) perl-Test-Inline-0.16-1 perl(Test::Inline) perl-Test-LongString-0.07-1 perl(Test::LongString) perl-Test-WWW-Mechanize-1.04-1 perl(Test::WWW::Mechanize) perl-TeX-Hyphen-0.140-1 perl(TeX::Hyphen) perl-Text-Autoformat-1.13-2 perl(Text::Autoformat) perl-Text-Quoted-1.8-1 perl(Text::Quoted) perl-Text-Reform-1.11-3 perl(Text::Reform) perl-Text-Template-1.44-1 perl(Text::Template) perl-Text-Wrapper-1.000-1 perl(Text::Wrapper) perl-Time-HiRes-1.65-1 perl(Time::HiRes) perl-Time-modules-2003.1126-1 perl(Time::ParseDate) perl-TimeDate-1.16-3 perl(Date::Parse) perl-Tree-Simple-1.14-1 perl(Tree::Simple) perl-URI-1.35-2 perl(URI) perl-WWW-Mechanize-1.12-1 perl(WWW::Mechanize) perl-Want-0.08-1 perl(Want) perl-XML-Parser-2.34-5 perl(XML::Parser) perl-XML-RSS-1.05-1 perl(XML::RSS) perl-XML-Simple-2.13-1 perl(XML::Simple) perl-libwww-perl-5.79-5 perl(LWP::UserAgent) Trevin Beattie On Tue, 2005-08-09 at 11:18 -0500, Tony Olivero wrote: > Hello: > > I am trying to install RT 3.4.2 on a machine running Fedore Core 4. > > When I run perl sbin/rt-test-dependencies --with-mysql --with-fastcgi > --install I get told that Test::WWW::Mechanize is Missing. It goes to > CPAN and looks for it, but says it is up to date. I then run the > rt-test-dependencies again grepping for "MISSING" and get > Test::WWW::Mechanize ... Missing. I tried manually grabbing it from > CPAN, but still get the "up to date message." > > When I try manually installing the package, I get told that > Carp::Assert::More is missing, so I install that. When I try > installing Carp::Assert I get an error like: > > Make: pod2test: Command not found > Make: *** [testifypods] Error 127 > > Any help would be greatly appreciated. > > Thanks in advance. > > Tony > > ----- > Tony Olivero > anthony at olivero.us From Ahalya_Nathan at mudnebr.com Tue Aug 9 13:27:21 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Tue, 9 Aug 2005 12:27:21 -0500 Subject: [rt-users] Cannot access the LDAP attributes defined in RT_SiteConfig.pm Message-ID: Hi all, I am trying to make the LDAP Overlay to work in RT. For this, I have defined the following LDAP parameters in the RT_SiteConfig.pm program. I tried printing their values from the "autohandler" program. I couldn't get the value of '1' for $LDAPExternalAuth and $LDAPExternalAuto. Could someone tell me what i am doing wrong. $LDAPExternalAuth = 1; # will enable LDAP-Auth $LDAPInternalAuthRequired = 1; # will require internal password # in preference to LDAP-Auth $LDAPExternalAuto = 1; # will create accounts "on the fly" Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Aug 9 13:39:05 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Aug 2005 13:39:05 -0400 Subject: [rt-users] standalone_httpd In-Reply-To: <20050808180951.GG1614@chaka.net> References: <42EF8904.8030006@wesmo.com> <20050802151253.GF10688@bestpractical.com> <1122996050.15038.4.camel@moola.futuresource.com> <20050802160605.GD1614@chaka.net> <42EFD688.3060602@wesmo.com> <42F79B4A.7060404@wesmo.com> <20050808180951.GG1614@chaka.net> Message-ID: <20050809173905.GE1703@bestpractical.com> > I talked to Jesse about this and he said that when you start > pre-forking and the like you very closely approach the speed > of Apache. Although the perl solution would be easier to get > up and running... I would like to see how it works. I'm afraid I must have misspoken. In my load testing, even with preforking, it wasn't nearly as fast as Apache. Note that HTTP::Server::Simple includes functionality to use a Net::Server based TCP server, so this should be pretty easy to test out. (And I'd love to see it.) > -Todd > -- From phil.labonte at transcore.com Tue Aug 9 14:09:12 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Tue, 09 Aug 2005 14:09:12 -0400 Subject: [rt-users] Statistics graphs do not appear? Message-ID: <42F8F148.2020800@transcore.com> An HTML attachment was scrubbed... URL: From lawmit at gmail.com Tue Aug 9 16:27:40 2005 From: lawmit at gmail.com (Law Mitchell) Date: Tue, 9 Aug 2005 16:27:40 -0400 Subject: [rt-users] unicode vs. sql_ascii Message-ID: <1a43dbe705080913273cb2b6be@mail.gmail.com> how can i get the rt initialize-database script to create the rt3 database using sql_ascii instead of unicode? this is on an rhel3.0 system with Pg8.x below is the error im catching: Couldn't create attachment $VAR1 = { 'Subject' => '', 'ContentType' => 'text/html', 'Headers' => 'Content-Type: text/html; charset="ISO-8859-1" Content-Transfer-Encoding: quoted-printable ', 'Creator' => '70', 'Parent' => '965', 'Created' => '2002-07-11 20:10:19+00', 'id' => '967', 'ContentEncoding' => 'none', 'TransactionId' => '1886' }; ERROR: invalid byte sequence for encoding "UNICODE": 0xdf3c [Tue Aug 9 20:24:51 2005] [crit]: Died at ./dumpfile-to-rt-3.0 line 720. (/opt/rt3/lib/RT.pm:255) this is an issue with lang right? thanks From ashish.gupta at vanderbilt.edu Tue Aug 9 17:02:18 2005 From: ashish.gupta at vanderbilt.edu (Ashish Gupta) Date: Tue, 9 Aug 2005 16:02:18 -0500 Subject: [rt-users] Recreating attachment files Message-ID: <200508092102.j79L2L5I005377@imap1.mail.vanderbilt.edu> Hi, I want to read the information from the 'attachments' table in the database and recreate a copy of the files stored there (maybe by writing some Java program). Any pointers for how to go about this will be of great help, since I am new to RT and don't have much experience with database either. Thanks and regards -Ashish -------------- next part -------------- An HTML attachment was scrubbed... URL: From anders.ekstrand at drutt.com Tue Aug 9 19:24:05 2005 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Wed, 10 Aug 2005 01:24:05 +0200 Subject: [rt-users] Setting dates with Callbacks Message-ID: Hi all, I've followed the instructions on the Wiki to include the possibility to edit the Custom Fields in replies and comments, and this worked great. Thanks! But after that I tried to also include Dates (without any real knowledge about what I'm doing): ----- BeforeMessageBox ----- <%INIT> my $TicketObj = LoadTicket($ARGS{'id'}); <& /Ticket/Elements/EditCustomFields, TicketObj => $TicketObj &> <& /Ticket/Elements/EditDates, TicketObj => $TicketObj &> ---------------------------- ----- BeforeDisplay ----- <%INIT> my $ARGSRef = $ARGS{'ARGSRef'}; my $TicketObj = LoadTicket($ARGS{'id'}); if (!$TicketObj) { $TicketObj = RT::Ticket->new($session{'CurrentUser'}); $TicketObj = LoadTicket($ARGS{'id'}); } my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => $ARGSRef); my @dresults = ProcessTicketDates(TicketObj => $TicketObj, ARGSRef => $ARGSRef); ------------------------- What am I doing wrong? Best Regards - Anders Ekstrand From jphayes at gmail.com Tue Aug 9 20:26:00 2005 From: jphayes at gmail.com (Jay) Date: Wed, 10 Aug 2005 01:26:00 +0100 Subject: [rt-users] EditCustomFieldsOnUpdate Question Message-ID: <8d4ad9b905080917267295ad1e@mail.gmail.com> Hi all, I'm having a hard time applying the EditCustomFieldsOnUpdate patch to rt-3.2.1 Has anybody successfully accomplished this for this version? If so what hurdles did you encounter and overcome? Also do you have any extra tips for this? Any help would be much appreciated! All the best, John Paul. From tyler.shen at vicscouts.asn.au Tue Aug 9 23:36:30 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Wed, 10 Aug 2005 13:36:30 +1000 Subject: [rt-users] Help: Distributed Mail Server, Database Server and Apache Server Message-ID: <1123644990.30209.80.camel@network-2.intranet.vicscouts.asn.au> Hi, Is there any one who can help me? I have got RT3 working as a stand-alone machine. Because of the business needs, we want to deploy RT to use the mail server as well as the database server. I have gone through a number of documentations about how to set up a distributed RT system. From my understanding, in order to use the external database, all I have to do is to populate the RT database on our database server and change the values of DatabaseHost and DatabaseRTHost to the address of the database server and the database authentication. Is there any things else I should do? Also, I am not sure if RT can use an external email server running postfix? What I can do now is that I can pipe the emails on the mail server to local aliase. Is it possible for RT to run SMTP on our mail server? In other words, can I run rtmailgateway on our mail server? Thanks a lot Best Regards, Tyler Shen From todd at chaka.net Wed Aug 10 00:43:55 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 10 Aug 2005 00:43:55 -0400 Subject: [rt-users] Help: Distributed Mail Server, Database Server and Apache Server In-Reply-To: <1123644990.30209.80.camel@network-2.intranet.vicscouts.asn.au> References: <1123644990.30209.80.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <20050810044355.GH1614@chaka.net> On Wed, Aug 10, 2005 at 01:36:30PM +1000, Shen, Tyler wrote: > Hi, > > Is there any one who can help me? > I have got RT3 working as a stand-alone machine. Because of the business > needs, we want to deploy RT to use the mail server as well as the > database server. > > I have gone through a number of documentations about how to set up a > distributed RT system. From my understanding, in order to use the > external database, all I have to do is to populate the RT database on > our database server and change the values of DatabaseHost and > DatabaseRTHost to the address of the database server and the database > authentication. Is there any things else I should do? Sounds correct. > > Also, I am not sure if RT can use an external email server running > postfix? What I can do now is that I can pipe the emails on the mail > server to local aliase. Is it possible for RT to run SMTP on our mail > server? In other words, can I run rtmailgateway on our mail server? You want to run a mail server on the RT server. That mail server should be configured to forward mail to you main SMTP server. > > Thanks a lot > > Best Regards, > > Tyler Shen > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From chris.snell at gmail.com Wed Aug 10 01:05:04 2005 From: chris.snell at gmail.com (Christopher Snell) Date: Wed, 10 Aug 2005 00:05:04 -0500 Subject: [rt-users] Accessing Transactional Custom Fields From a Scrip Message-ID: <4052b0840508092205673ffbfa@mail.gmail.com> Hi List, Does anybody know how to access the value of a transactional custom field from a script? I have some per-transaction custom fields and I want to be able to access its contents, if the user chooses to fill it in when updating a ticket. However, when I try to access the field's value, I end up with the value for the per-ticket custom field instead. Here's my code: Condition: On Transaction Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom action preparation code: return 1; Custom action cleanup code: my $CFName = 'Billable (min)'; my $cfvalue = $self->TicketObj->FirstCustomFieldValue( $CFName ); open(DEBUGFILE,">>/tmp/debugcf"); print DEBUGFILE "$CFName :: $cfvalue \n"; close(DEBUGFILE); What am I doing wrong here? Can anybody offer any tips? Tried the wiki to no avail. :( Chris From anders.ekstrand at drutt.com Wed Aug 10 02:32:28 2005 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Wed, 10 Aug 2005 08:32:28 +0200 Subject: [rt-users] Accessing Transactional Custom Fields From a Scrip Message-ID: Hi Chris, According to documentation on the Wiki, there is a '$self->TransactionObj', that should be used instead of '$self->TicketObj' to access the transactional custom fields. I have never got this to work, unfortunately... I ended up with the following scrip, that does not pick up any values: my $Transaction = $self->TransactionObj; my $CustomFieldValues=$Transaction->CustomFieldValues( "Internal status" ); $RT::Logger->error( "Parsing transaction custom fields:" ); while (my $CustomFieldValue = $CustomFieldValues->Next) { $RT::Logger->error( "Value: ".$CustomFieldValue->Content ); }; $RT::Logger->error( "Done!" ); return (1); Best Regards - Anders Ekstrand > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Christopher Snell > Sent: den 10 augusti 2005 07:05 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Accessing Transactional Custom Fields From a Scrip > > Hi List, > > Does anybody know how to access the value of a transactional custom > field from a script? I have some per-transaction custom fields and I > want to be able to access its contents, if the user chooses to fill it > in when updating a ticket. However, when I try to access the field's > value, I end up with the value for the per-ticket custom field > instead. Here's my code: > > Condition: On Transaction > Action: User Defined > Template: Global template: Blank > Stage: TransactionCreate > > Custom action preparation code: > > return 1; > > > Custom action cleanup code: > > my $CFName = 'Billable (min)'; > my $cfvalue = $self->TicketObj->FirstCustomFieldValue( $CFName ); > open(DEBUGFILE,">>/tmp/debugcf"); > print DEBUGFILE "$CFName :: $cfvalue \n"; > close(DEBUGFILE); > > What am I doing wrong here? Can anybody offer any tips? Tried the > wiki to no avail. :( > > Chris > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From chris.snell at gmail.com Wed Aug 10 03:33:38 2005 From: chris.snell at gmail.com (Christopher Snell) Date: Wed, 10 Aug 2005 02:33:38 -0500 Subject: [rt-users] Accessing Transactional Custom Fields From a Scrip In-Reply-To: <4052b08405081000322051d685@mail.gmail.com> References: <4052b08405081000322051d685@mail.gmail.com> Message-ID: <4052b084050810003360bbf8ec@mail.gmail.com> On 8/10/05, Anders Ekstrand wrote: > I have never got this to work, unfortunately... > > I ended up with the following scrip, that does not pick up any values: > > my $Transaction = $self->TransactionObj; > my $CustomFieldValues=$Transaction->CustomFieldValues( "Internal status" Bummer. The whole system of accessing Custom Fields from scripts seems so obtuse to me. Why must we call all these methods to get at the values? I think it would be nicer from a programming standpoint to be able to do things like this: while my $a_custom_field (keys %{$self->TransactionObj->CustomFields}) { print "$a_custom_field --> $self->TransactionObj->CustomFields->{$a_custom_field} \n"; } Perhaps these data structures are already in place and I just don't know how to access them? Can somebody enlighten me? thx, Chris From lawmit at gmail.com Wed Aug 10 04:04:34 2005 From: lawmit at gmail.com (Law Mitchell) Date: Wed, 10 Aug 2005 04:04:34 -0400 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC Message-ID: <1a43dbe70508100104453c709e@mail.gmail.com> anyone understand why im catching this error # apachectl start [Wed Aug 10 04:00:18 2005] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 . /etc/httpd/ /etc/httpd/lib/perl) at (eval 3) line 3.! [Wed Aug 10 04:00:18 2005] [error] Can't load Perl module Apache::DBI for server localhost:0, exiting...! # perl -le 'print join("\n", @INC);' /usr/local/lib/perl5/5.8.7/i686-linux /usr/local/lib/perl5/5.8.7 /usr/local/lib/perl5/site_perl/5.8.7/i686-linux /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl . # locate DBI.pm /root/.cpan/build/Apache-Session-1.6/Session/Store/DBI.pm /root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DBI.pm /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/DBI.pm /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Bundle/DBI.pm /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Bundle/DBI.pm /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/Apache/AuthDBI.pm /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm /home/foo/zo/cvs/perl_modules/cpan/DBI-1.14/DBI.pm /home/foo/zo/cvs/perl_modules/cpan/DBI-1.14/lib/Bundle/DBI.pm /home/foo/.cpan/build/Apache-Session-1.6/Session/Store/DBI.pm /home/foo/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DBI.pm From ogigondan at coframi-toulouse.com Wed Aug 10 04:26:28 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Wed, 10 Aug 2005 10:26:28 +0200 Subject: [rt-users] One ticket each 4 minutes ! References: <001701c59cb4$d46803c0$ab1f09c0@MYRAT> <42F8C635.7030805@blast.com> <012701c59cf4$44d8a850$ab1f09c0@MYRAT> <42F8D433.6030804@bestunion.it> Message-ID: <001e01c59d85$3ed0a700$ab1f09c0@MYRAT> > .. and so you've found your answer. > fetchmail is not part of RT, and you have to teach it how to skip > already read messages. I do an upgrade on a test platform from an existing system which works well, with the same line code in .fetchmailrc It must be another thing which do skeaping already read messages. From jphayes at gmail.com Wed Aug 10 04:53:00 2005 From: jphayes at gmail.com (Jay) Date: Wed, 10 Aug 2005 09:53:00 +0100 Subject: [rt-users] Setting dates with Callbacks In-Reply-To: References: Message-ID: <8d4ad9b905081001532432cd9a@mail.gmail.com> Hi Anders, What version of RT are you using? J On 8/10/05, Anders Ekstrand wrote: > Hi all, > > I've followed the instructions on the Wiki to include the possibility to > edit the Custom Fields in replies and comments, and this worked great. > Thanks! > > But after that I tried to also include Dates (without any real knowledge > about what I'm doing): > > ----- BeforeMessageBox ----- > <%INIT> > my $TicketObj = LoadTicket($ARGS{'id'}); > > > <& /Ticket/Elements/EditCustomFields, TicketObj => $TicketObj &> > <& /Ticket/Elements/EditDates, TicketObj => $TicketObj &> > ---------------------------- > > > ----- BeforeDisplay ----- > <%INIT> > my $ARGSRef = $ARGS{'ARGSRef'}; > my $TicketObj = LoadTicket($ARGS{'id'}); > > if (!$TicketObj) { > $TicketObj = RT::Ticket->new($session{'CurrentUser'}); > $TicketObj = LoadTicket($ARGS{'id'}); > } > > my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => $ARGSRef); > my @dresults = ProcessTicketDates(TicketObj => $TicketObj, ARGSRef => > $ARGSRef); > > ------------------------- > > What am I doing wrong? > > Best Regards - Anders Ekstrand > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From anders.ekstrand at drutt.com Wed Aug 10 05:03:26 2005 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Wed, 10 Aug 2005 11:03:26 +0200 Subject: [rt-users] Setting dates with Callbacks Message-ID: Hi Jay, It's 3.4.2. Best Regards - Anders > -----Original Message----- > From: Jay [mailto:jphayes at gmail.com] > Sent: den 10 augusti 2005 10:53 > To: Anders Ekstrand > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Setting dates with Callbacks > > Hi Anders, > What version of RT are you using? > > J > > On 8/10/05, Anders Ekstrand wrote: > > Hi all, > > > > I've followed the instructions on the Wiki to include the > possibility to > > edit the Custom Fields in replies and comments, and this > worked great. > > Thanks! > > > > But after that I tried to also include Dates (without any > real knowledge > > about what I'm doing): > > > > ----- BeforeMessageBox ----- > > <%INIT> > > my $TicketObj = LoadTicket($ARGS{'id'}); > > > > > > <& /Ticket/Elements/EditCustomFields, TicketObj => $TicketObj &> > > <& /Ticket/Elements/EditDates, TicketObj => $TicketObj &> > > ---------------------------- > > > > > > ----- BeforeDisplay ----- > > <%INIT> > > my $ARGSRef = $ARGS{'ARGSRef'}; > > my $TicketObj = LoadTicket($ARGS{'id'}); > > > > if (!$TicketObj) { > > $TicketObj = RT::Ticket->new($session{'CurrentUser'}); > > $TicketObj = LoadTicket($ARGS{'id'}); > > } > > > > my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => > $ARGSRef); > > my @dresults = ProcessTicketDates(TicketObj => $TicketObj, > ARGSRef => > > $ARGSRef); > > > > ------------------------- > > > > What am I doing wrong? > > > > Best Regards - Anders Ekstrand > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From les at futuresource.com Wed Aug 10 08:27:16 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 10 Aug 2005 07:27:16 -0500 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC In-Reply-To: <1a43dbe70508100104453c709e@mail.gmail.com> References: <1a43dbe70508100104453c709e@mail.gmail.com> Message-ID: <1123676836.27557.2.camel@les-home.futuresource.com> On Wed, 2005-08-10 at 03:04, Law Mitchell wrote: > anyone understand why im catching this error You have compiled a new perl. You need to also rebuild apache/mod_perl to match or switch to fastcgi. -- Les Mikesell les at futuresource.com From rmreis at cpqd.com.br Wed Aug 10 09:19:21 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Wed, 10 Aug 2005 10:19:21 -0300 Subject: [rt-users] Offline Tool + Custom Fields Message-ID: Hello All, Is there a way to create ticket's, with custom fields, through Offline Tool?! I tried to use like CustomField.{Name} but it didn't work!! Thanks in advance, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From tomas.xa.doyle at ericsson.com Wed Aug 10 10:11:22 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 10 Aug 2005 16:11:22 +0200 Subject: [rt-users] make install problem Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D83740@eiedbnt502> Hi RT Users, I wiped the machine and reinstalled Fedora for a clean install of RT3 I have put and untared RT into /opt/rt3 and have fixed all dependancies for both mod_perl and fastcgi. but now when i try make install im getting [root at bete rt3]# make install mkdir -p //opt/rt3/etc cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm cp: `etc/RT_Config.pm' and `//opt/rt3/etc/RT_Config.pm' are the same file make: *** [config-install] Error 1 whats this about?? I know by default rt puts stuff into /opt/rt3 but where should i have put the rt directory so make install wont create problems with files already existing in /opt/rt3 any suggestions Regards Tomas Doyle From barnesaw at ucrwcu.rwc.uc.edu Wed Aug 10 10:09:28 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 10 Aug 2005 10:09:28 -0400 Subject: [rt-users] make install problem In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D83740@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D83740@eiedbnt502> Message-ID: <42FA0A98.5000607@ucrwcu.rwc.uc.edu> Tomas Doyle XA (DL/LMI) wrote: >Hi RT Users, > >I wiped the machine and reinstalled Fedora for a clean install of RT3 >I have put and untared RT into /opt/rt3 and have fixed all dependancies for both mod_perl and >fastcgi. > > You need to untar somewhere other that /opt/rt3 so that the install can put the final install into /opt/rt3. >but now when i try > >make install im getting > >[root at bete rt3]# make install >mkdir -p //opt/rt3/etc >cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm >cp: `etc/RT_Config.pm' and `//opt/rt3/etc/RT_Config.pm' are the same file >make: *** [config-install] Error 1 > >whats this about?? > >I know by default rt puts stuff into /opt/rt3 >but where should i have put the rt directory so make install wont create >problems with files already existing in /opt/rt3 > >any suggestions > >Regards > >Tomas Doyle > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Joerg.Ungermann at web.de Wed Aug 10 10:12:18 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Wed, 10 Aug 2005 16:12:18 +0200 Subject: [rt-users] open tabs collapsed Message-ID: <751622808@web.de> Dear rt users i have extensive use of custom fields. This i like to open the tabs for requestor and custom fields collapsed. How can i do that (for each tab individually or for all) Thanks Joerg _________________________________________________________________________ Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 From tomas.xa.doyle at ericsson.com Wed Aug 10 10:16:51 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 10 Aug 2005 16:16:51 +0200 Subject: [rt-users] make install problem Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D83742@eiedbnt502> Where would you suggest? /root or something like that because of what ive already done will there be any problems untaring a fresh rt all the dependancies should still be there? Thanks -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: 10 August 2005 15:09 To: Tomas Doyle XA (DL/LMI) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] make install problem Tomas Doyle XA (DL/LMI) wrote: >Hi RT Users, > >I wiped the machine and reinstalled Fedora for a clean install of RT3 >I have put and untared RT into /opt/rt3 and have fixed all dependancies for both mod_perl and >fastcgi. > > You need to untar somewhere other that /opt/rt3 so that the install can put the final install into /opt/rt3. >but now when i try > >make install im getting > >[root at bete rt3]# make install >mkdir -p //opt/rt3/etc >cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm >cp: `etc/RT_Config.pm' and `//opt/rt3/etc/RT_Config.pm' are the same file >make: *** [config-install] Error 1 > >whats this about?? > >I know by default rt puts stuff into /opt/rt3 >but where should i have put the rt directory so make install wont create >problems with files already existing in /opt/rt3 > >any suggestions > >Regards > >Tomas Doyle > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Wed Aug 10 10:16:07 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 10 Aug 2005 10:16:07 -0400 Subject: [rt-users] make install problem In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D83742@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D83742@eiedbnt502> Message-ID: <42FA0C27.1050907@ucrwcu.rwc.uc.edu> Tomas Doyle XA (DL/LMI) wrote: >Where would you suggest? /root or something like that >because of what ive already done will there be any problems untaring a fresh rt all the dependancies should still be there? > > I usually make an uploads folder under whichever user I happen to be using - usually something original, like drew. I untar there, then su so I can configure and install as root. As far as I can tell, you can just wipe the /opt/rt3 folder and untar it in /root and you should be fine. Just redo your configure, then make install. >Thanks > >-----Original Message----- >From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >Sent: 10 August 2005 15:09 >To: Tomas Doyle XA (DL/LMI) >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] make install problem > > > > >Tomas Doyle XA (DL/LMI) wrote: > > > >>Hi RT Users, >> >>I wiped the machine and reinstalled Fedora for a clean install of RT3 >>I have put and untared RT into /opt/rt3 and have fixed all dependancies for both mod_perl and >>fastcgi. >> >> >> >> >You need to untar somewhere other that /opt/rt3 so that the install can >put the final install into /opt/rt3. > > > >>but now when i try >> >>make install im getting >> >>[root at bete rt3]# make install >>mkdir -p //opt/rt3/etc >>cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm >>cp: `etc/RT_Config.pm' and `//opt/rt3/etc/RT_Config.pm' are the same file >>make: *** [config-install] Error 1 >> >>whats this about?? >> >>I know by default rt puts stuff into /opt/rt3 >>but where should i have put the rt directory so make install wont create >>problems with files already existing in /opt/rt3 >> >>any suggestions >> >>Regards >> >>Tomas Doyle >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> >> > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tomas.xa.doyle at ericsson.com Wed Aug 10 10:26:17 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 10 Aug 2005 16:26:17 +0200 Subject: [rt-users] make install problem Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D83745@eiedbnt502> Hi again the ./configure should i use ./configure --with-web-user=apache --with-web-group=apache --with-rt-user=apache --with-rt-group=apache --prefix=/usr/local/rt3 --with-db-rt-pass=password the --prefix is this needed as by default i thought it would put it into /opt/rt3 another thing should i erase /opt as well will this be recreated Thanks -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: 10 August 2005 15:16 To: Tomas Doyle XA (DL/LMI) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] make install problem Tomas Doyle XA (DL/LMI) wrote: >Where would you suggest? /root or something like that >because of what ive already done will there be any problems untaring a fresh rt all the dependancies should still be there? > > I usually make an uploads folder under whichever user I happen to be using - usually something original, like drew. I untar there, then su so I can configure and install as root. As far as I can tell, you can just wipe the /opt/rt3 folder and untar it in /root and you should be fine. Just redo your configure, then make install. >Thanks > >-----Original Message----- >From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >Sent: 10 August 2005 15:09 >To: Tomas Doyle XA (DL/LMI) >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] make install problem > > > > >Tomas Doyle XA (DL/LMI) wrote: > > > >>Hi RT Users, >> >>I wiped the machine and reinstalled Fedora for a clean install of RT3 >>I have put and untared RT into /opt/rt3 and have fixed all dependancies for both mod_perl and >>fastcgi. >> >> >> >> >You need to untar somewhere other that /opt/rt3 so that the install can >put the final install into /opt/rt3. > > > >>but now when i try >> >>make install im getting >> >>[root at bete rt3]# make install >>mkdir -p //opt/rt3/etc >>cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm >>cp: `etc/RT_Config.pm' and `//opt/rt3/etc/RT_Config.pm' are the same file >>make: *** [config-install] Error 1 >> >>whats this about?? >> >>I know by default rt puts stuff into /opt/rt3 >>but where should i have put the rt directory so make install wont create >>problems with files already existing in /opt/rt3 >> >>any suggestions >> >>Regards >> >>Tomas Doyle >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> >> > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Wed Aug 10 10:27:03 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 10 Aug 2005 10:27:03 -0400 Subject: [rt-users] make install problem In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D83745@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D83745@eiedbnt502> Message-ID: <42FA0EB7.4030209@ucrwcu.rwc.uc.edu> Tomas Doyle XA (DL/LMI) wrote: >Hi again > >the ./configure > >should i use > >./configure --with-web-user=apache --with-web-group=apache --with-rt-user=apache --with-rt-group=apache >--prefix=/usr/local/rt3 --with-db-rt-pass=password > > You can use this if you want to. --prefix is only used if you don't want it installed in /opt/rt3. It seems like that is where you want it, so maybe you should drop that. Also, you need to make sure that apache is the user your web server runs under before you leave the directives. I usually create an rt group to avoid havign to remember to specify --with-rt-user and --with-rt-group. I would leave /opt so that you don't have to expect the installer to create that directory too. Plus there may be other directories in /opt. >the --prefix is this needed as by default i thought it would put it into /opt/rt3 > >another thing should i erase /opt as well will this be recreated > >Thanks > > >-----Original Message----- >From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >Sent: 10 August 2005 15:16 >To: Tomas Doyle XA (DL/LMI) >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] make install problem > > > > >Tomas Doyle XA (DL/LMI) wrote: > > > >>Where would you suggest? /root or something like that >>because of what ive already done will there be any problems untaring a fresh rt all the dependancies should still be there? >> >> >> >> > >I usually make an uploads folder under whichever user I happen to be >using - usually something original, like drew. I untar there, then su >so I can configure and install as root. As far as I can tell, you can >just wipe the /opt/rt3 folder and untar it in /root and you should be >fine. Just redo your configure, then make install. > > > >>Thanks >> >>-----Original Message----- >>From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] >>Sent: 10 August 2005 15:09 >>To: Tomas Doyle XA (DL/LMI) >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] make install problem >> >> >> >> >>Tomas Doyle XA (DL/LMI) wrote: >> >> >> >> >> >>>Hi RT Users, >>> >>>I wiped the machine and reinstalled Fedora for a clean install of RT3 >>>I have put and untared RT into /opt/rt3 and have fixed all dependancies for both mod_perl and >>>fastcgi. >>> >>> >>> >>> >>> >>> >>You need to untar somewhere other that /opt/rt3 so that the install can >>put the final install into /opt/rt3. >> >> >> >> >> >>>but now when i try >>> >>>make install im getting >>> >>>[root at bete rt3]# make install >>>mkdir -p //opt/rt3/etc >>>cp etc/RT_Config.pm //opt/rt3/etc/RT_Config.pm >>>cp: `etc/RT_Config.pm' and `//opt/rt3/etc/RT_Config.pm' are the same file >>>make: *** [config-install] Error 1 >>> >>>whats this about?? >>> >>>I know by default rt puts stuff into /opt/rt3 >>>but where should i have put the rt directory so make install wont create >>>problems with files already existing in /opt/rt3 >>> >>>any suggestions >>> >>>Regards >>> >>>Tomas Doyle >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> >>> >>> >>> >>> >> >> >> >> > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sturner at MIT.EDU Wed Aug 10 10:34:29 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 10 Aug 2005 10:34:29 -0400 Subject: [rt-users] Displaying message from callbacks Message-ID: <6.2.1.2.2.20050810102820.02dec958@po14.mit.edu> I'm wondering how to get messages generated by a callback displayed with the other messages at the top of the page. The page I'm working with is Admin/Queues/Modify.html. The problem I'm having is that by the time the callback is executed, the component that displays messages at the top (ListActions) has already been executed - so the callback's modifications to @results are never displayed. Has anyone come across this issue? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From Rich.West at wesmo.com Wed Aug 10 10:33:53 2005 From: Rich.West at wesmo.com (Rich West) Date: Wed, 10 Aug 2005 10:33:53 -0400 Subject: [rt-users] standalone_httpd In-Reply-To: <20050809173905.GE1703@bestpractical.com> References: <42EF8904.8030006@wesmo.com> <20050802151253.GF10688@bestpractical.com> <1122996050.15038.4.camel@moola.futuresource.com> <20050802160605.GD1614@chaka.net> <42EFD688.3060602@wesmo.com> <42F79B4A.7060404@wesmo.com> <20050808180951.GG1614@chaka.net> <20050809173905.GE1703@bestpractical.com> Message-ID: <42FA1051.2070308@wesmo.com> Similar to what Todd said, the benefits would be an easier solution to get things up and running. I've started reading up on some of the docs regarding HTTP::Server::Simple, Net::Server, Net::Server::PreFork, and HTTP::Server::Simple::Mason, specifically looking at the functionality of using a Net::Server based TCP server (that you referenced). I'm not sure if I have a full grasp on the HTTP::Server::Simple API for defining "net_server", though.. -Rich Jesse Vincent wrote: > In my load testing, even with preforking, it wasn't nearly as fast as > Apache. Note that HTTP::Server::Simple includes functionality to use a > Net::Server based TCP server, so this should be pretty easy to test > out. (And I'd love to see it.) From jbaltz at altzman.com Wed Aug 10 10:57:39 2005 From: jbaltz at altzman.com (Jerry B. Altzman) Date: Wed, 10 Aug 2005 10:57:39 -0400 Subject: [rt-users] running RT on a hosting provider and a single shared database... Message-ID: <42FA15E3.9030108@altzman.com> Hi, I'm sure this question has been asked, but I guess I'm not casting the correct google incantation to find the answer. Is there any documentation/pointers/sage advice available on running RT on a hosted provider? I've got my own copy of perl running (so no problems with dependencies) but I only have one MySQL database (so I'd have to customize the table names so as not to stomp on other things I've already got there; prepending 'rt_' or somesuch to all table names maybe?) Thanks! //jbaltz -- jerry b. altzman jbaltz at altzman.com KE3ML thank you for contributing to the heat death of the universe. From Ahalya_Nathan at mudnebr.com Wed Aug 10 14:09:59 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Wed, 10 Aug 2005 13:09:59 -0500 Subject: [rt-users] Cannot delete user from Users table Message-ID: Hi all, I deleted the user from the Users table. Even after deleting it from this table it appears in the "Select User" part of the Configuration tab. I stopped apache and started it but the deleted user still keeps appearing. Can someone tell me how to delete the user from the Users table. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris.snell at gmail.com Wed Aug 10 14:28:40 2005 From: chris.snell at gmail.com (Christopher Snell) Date: Wed, 10 Aug 2005 13:28:40 -0500 Subject: [rt-users] standalone_httpd In-Reply-To: <42FA1051.2070308@wesmo.com> References: <42EF8904.8030006@wesmo.com> <20050802151253.GF10688@bestpractical.com> <1122996050.15038.4.camel@moola.futuresource.com> <20050802160605.GD1614@chaka.net> <42EFD688.3060602@wesmo.com> <42F79B4A.7060404@wesmo.com> <20050808180951.GG1614@chaka.net> <20050809173905.GE1703@bestpractical.com> <42FA1051.2070308@wesmo.com> Message-ID: <4052b084050810112847c3679d@mail.gmail.com> > > In my load testing, even with preforking, it wasn't nearly as fast as > > Apache. Note that HTTP::Server::Simple includes functionality to use a > > Net::Server based TCP server, so this should be pretty easy to test > > out. (And I'd love to see it.) You might also check out thttpd. I wrote a small howto for getting Mason running under thttpd, which is substantially simpler to configure than Apache: http://chrissnell.com/software/thttpd_mason/ Chris From trick at adonis.net Wed Aug 10 15:07:01 2005 From: trick at adonis.net (Patrick Morris) Date: Wed, 10 Aug 2005 12:07:01 -0700 Subject: [rt-users] Cannot delete user from Users table In-Reply-To: References: Message-ID: <42FA5055.3090200@adonis.net> Did you remove privileges (uncheck the "Let this user be granted rights" button)? Ahalya_Nathan at mudnebr.com wrote: > I deleted the user from the Users table. Even after deleting it from > this table it appears in the "Select User" part of the Configuration > tab. I stopped apache and started it but the deleted user still keeps > appearing. Can someone tell me how to delete the user from the Users > table. From Ahalya_Nathan at mudnebr.com Wed Aug 10 15:25:27 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Wed, 10 Aug 2005 14:25:27 -0500 Subject: [rt-users] Cannot delete user from Users table In-Reply-To: <42FA5055.3090200@adonis.net> Message-ID: That didn't work. Is there any other tables which hold a reference to the Users table? Patrick Morris 08/10/2005 02:07 PM To Ahalya_Nathan at mudnebr.com cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Cannot delete user from Users table Did you remove privileges (uncheck the "Let this user be granted rights" button)? Ahalya_Nathan at mudnebr.com wrote: > I deleted the user from the Users table. Even after deleting it from > this table it appears in the "Select User" part of the Configuration > tab. I stopped apache and started it but the deleted user still keeps > appearing. Can someone tell me how to delete the user from the Users > table. -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Aug 10 15:22:15 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 10 Aug 2005 15:22:15 -0400 Subject: [rt-users] Cannot delete user from Users table In-Reply-To: References: <42FA5055.3090200@adonis.net> Message-ID: <20050810192215.GI1614@chaka.net> On Wed, Aug 10, 2005 at 02:25:27PM -0500, Ahalya_Nathan at mudnebr.com wrote: > That didn't work. Is there any other tables which hold a reference to the > Users table? > Principals. You are headed for trouble modifying the tables directly. It's clear you don't know what you are doing. Not a put-down. You just need to know that you are headed for trouble. From chris.snell at gmail.com Wed Aug 10 15:53:16 2005 From: chris.snell at gmail.com (Christopher Snell) Date: Wed, 10 Aug 2005 14:53:16 -0500 Subject: [rt-users] Offline Tool + Custom Fields In-Reply-To: <4052b08405081012526e537efb@mail.gmail.com> References: <4052b08405081012526e537efb@mail.gmail.com> Message-ID: <4052b08405081012535f1cb80b@mail.gmail.com> On 8/10/05, Rodolfo de Moraes Reis wrote: > Is there a way to create ticket's, with custom fields, through Offline Tool?! I tried to use like > CustomField.{Name} but it didn't work!! Here you go. Hopefully this will improve my karma and someone will help me with a solution to my transactional custom fields + scrip problem. BTW, this is in the wiki. # Create Ticket my $Ticket=new RT::Ticket($RT::SystemUser); # Create the ticket my ($ticket, $trans, $msg) = $Ticket->Create(Queue => 'helpdesk', Owner => 'chris', Subject => $ticket_subject, Status => 'new', Requestor => [ 'requestor at company.com' ], AdminCc => [ 'admin at company.com' ], Priority => 20, FinalPriority => 60, ); # Add the customer's contact details to the ticket in the form of a Comment $Ticket->Comment( Content => $contact_details ); # Load custom field my $CustomField = RT::CustomField->new($RT::SystemUser); $CustomField->LoadByNameAndQueue(Queue => $Ticket->Queue, Name => 'somecustomfield'); # Add the primary key from Helpdesk::DB::Incidents to the ticket $Ticket->AddCustomFieldValue( Field => $CustomField->id, Value => $somevalue ); HTH, Chris From Ahalya_Nathan at mudnebr.com Wed Aug 10 15:57:51 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Wed, 10 Aug 2005 14:57:51 -0500 Subject: [rt-users] Cannot delete user from Users table In-Reply-To: <20050810192215.GI1614@chaka.net> Message-ID: I realized that deleting the users from the Users and Principals table doesn't help . After going through the archive i found out that the only way to delete users is by changing their userid and e-mail address to something else. Todd Chapman 08/10/2005 02:22 PM To Ahalya_Nathan at mudnebr.com cc Patrick Morris , rt-users at lists.bestpractical.com Subject Re: [rt-users] Cannot delete user from Users table On Wed, Aug 10, 2005 at 02:25:27PM -0500, Ahalya_Nathan at mudnebr.com wrote: > That didn't work. Is there any other tables which hold a reference to the > Users table? > Principals. You are headed for trouble modifying the tables directly. It's clear you don't know what you are doing. Not a put-down. You just need to know that you are headed for trouble. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Aug 10 15:40:36 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Aug 2005 15:40:36 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.3 now available Message-ID: <20050810194036.GU1703@bestpractical.com> I'm pleased to announce the release of RT 3.4.3. This new release features a number of small updates and improvements, more extensive tests, better docs and all-around shininess. You can download RT 3.4.3 from: http://download.bestpractical.com/pub/rt/release/rt-3.4.3.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.4.3.tar.gz.sig 98650a74975bafb8ba952b1cc0a4e42b rt-3.4.3.tar.gz 64ad8750ce8c91deb49c448bb769c85d rt-3.4.3.tar.gz.sig Best, Jesse Core ---- Fixed a bunch of typos. Improved API documentation. Updated dependencies to require XML::RSS 1.05, which properly encodes its output Queue name case changes no longer generate a "Name Conflict" error Fixed data loss issue with recursive CreateTickets calls Added a new "top of page" callback RT-Ticket: 6459 Updated the _AddLink return values from Todd Chapman. RT-Ticket: 6713 Added Text::WikiFormat as a dependency Added a list of missing modules to the end of 'make testdeps' Changed 'make fixdeps' to use a system() call to install. RT-Ticket: 6748 Added fallback to $LOGNAME if $USER isn't defined for --with-my-user-group Made RT::ScripAction::Load return ($id, $message) instead of just $message, and added perldoc for Load() to that effect. Fixed a misleading error which referred to IsApplicable, not Commit RT-Ticket: 6782 Fixed perl invocation; thanks to Kim Toms RT-Ticket: 6781 _AddWatcher takes Email, not Person; thanks to Andreas Jakum Refactored how RT::Record deals with custom fields for greater consistency RT-Ticket: 6747 Added shorter links for RSS feed and offline Added support for ScripActionObj in Action::Generic (argument was being passed in but never used) RT-Ticket: 6825 Applied Ruslan Zakirov's patch to clean up the ACE code and a trailing \n RT-Ticket: 6826 Added Ruslan Zakirov's new queue-rights tests. Applied Ruslan Zakirov's patch to fix the way ACE Object{,Type,Id} handles arguments Made WikiText fields properly escape text, preventing Changed /^$foo$/ regexes to use eq instead, to better lock things down Fixed a bug in TransactionBatch / DESTROY Search ------ RT-Ticket: 6568 Made a simple fix to Query Builder to prevent a crash in situations involving the creation of AND/ORs with no children. A fix that treats the cause and not the symptom is planned. Currently, it may sometimes do "unexpected things" with your ADD, but it is at least in a state that the user can recover from. Specifically, for Danial's it works as expected; for Tim's example, it gives an incorrect error message (in the context of the QB page, not a Mason crash thing) but the select box is in a good state. RT-Ticket: 6741 Sort order is now preserved for the "in memory" saved search, courtesy of Phil Homewood. Added parentheses to the clauses select list, in Query Builder. RT-Ticket: 6568 Added code to prune childless ANDs and ORs. Also got rid of 'Clear'. Added whitespace fixes for proper POD Made search-by-any-customfield work Uses the server-side function to lowercase values, if provided by the Handle. Fix from Tom Yu. RT-Ticket: 6899 RT makes sure limits based on a whole date aren't being pushed to another date if the time zone is east of GMT. Problem found by Olivier Horec, patched by Ruslan Zakirov. Internationalization -------------------- RT-Ticket: 6653 Small localization fixes from Angelo Turetta RT-Ticket: 6423 RT-Ticket: 6669 Small localization fix from Brandon Pulsipher RT-Ticket: 6654, 6897 Updated Italian translation from Angelo Turetta RT-Ticket: 6627 Updated German translation -- David Schmit RT-Ticket: 6669 Another minor localization fix Added new Indonesian translation from James Briggs Made sundry message catalog updates RT-Ticket: 6811 Updated French localization for (thanks to J?\195?\169r?\195?\180me Fenal) German and Danish translation header fixes Web UI ------ RT-Ticket: 6684 html/Elements/Error should not continue, and has been changed to add the standard footer element on %cleanup. Applied patch from Steve Turner to add a default callback to the Queue Admin page. Fixed a bug with downloading attachments. Cleaned up the list-of-scrips element and made it provide more useful info. Bullet-proofed the custom field edit widget RT-Ticket: 6745 Applied Seph's patch to add a BeforeShowHistory callback. Made WikiText updates to auto-link http:// style links RT-Ticket: 6774 Actually set password when creating a new user, and clean up the error reporting from password setting. (And if you don't manage to set a password (either by leaving it blank or by entering an invalid password) when creating a user, add a notice that the user won't be able to log in.) Patch by Ruslan Zakirov. RT-Ticket: 6505 Fixed the "Brief/Full Headers" links in SelfService, which were attempting to direct the user to /Ticket/Display.html instead of /SelfService/Display.html Applied a patch from Hsin-Chan Chien to fix a bug with uploading attachments in SelfService mode. Allow arbitrary https?: URLs in the menus Sending Email ------------- Added code that tries harder to set a proper In-reply-to: header Improved creation of in-reply-to/references headers on web-based reply Made it clear in the code that RT::ParseEmail->ParseTicketId was deprecated Allowed EmailParser to be used outside of InterfaceEmail context Added a better In-Reply-To header when replying to a message generated via the webui Fixed handling of In-Reference-To headers Added support for 'RT-Control: no-autoopen' Updated EmailSubjectTagRegex documentation. Thanks to Phil Homewood for spotting it. Applied Ruslan Zakirov's ext-mailgate patch, which allows you to take or resolve tickets by e-mail. Updated mailgateway documentation Added better threading support; Message-IDs of emails are based on the transaction which spawned them. Standardize on case of 'Message-ID' per RFC Remove newline from Message-ID before inserting into DB Custom Fields ------------- Ensures that disabled custom fields aren't listed in Queue CF listings. Custom field values can now be integers Made search-by-any-customfield work Bullet-proofed the custom field edit widget RT-Ticket: 6757 Transaction custom fields are now being set in Updates. Before, Transaction->UpdateCustomFields was being confused by the -Magic values. Configuration ------------- Documented Set() a little better Regression Testing ------------------ Made minor general test suite improvements and cleanups Changed regressions to allow for base URL to be changed. Switched the default WebURL to "localhost" to make the regression suite pass more cleanly Improved Query Builder tests Added plans to a bunch of tests which didn't previously have them -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From jparsons-lists at saffron.net Wed Aug 10 16:27:48 2005 From: jparsons-lists at saffron.net (Jason Parsons) Date: Wed, 10 Aug 2005 16:27:48 -0400 Subject: [rt-users] RT 3.4.2 custom fields defaulting to value '1' In-Reply-To: <5341EE48-6A7A-4DAC-8ABD-8A71363F9D75@bestpractical.com> References: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net> <5341EE48-6A7A-4DAC-8ABD-8A71363F9D75@bestpractical.com> Message-ID: <3B624FF1-91A7-488F-8503-9777C0FBF66C@saffron.net> On Aug 4, 2005, at 9:23 AM, David Glasser wrote: > This bug should be fixed in the forthcoming RT 3.4.3. Try 3.4.3 > release candidate 2 and let us know if this bug still exists. 3.4.3 did resolve this problem. Is it safe to DELETE FROM ObjectCustomFieldValues the bogus entries? A quick review seems to suggest that it would be safe to selectively drop rows from ObjectCustomFieldValues, but it would be nice to know if this will create any inconsistencies. Thank you. - Jason Parsons From jesse at bestpractical.com Wed Aug 10 16:35:46 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Aug 2005 16:35:46 -0400 Subject: [rt-users] RT 3.4.2 custom fields defaulting to value '1' In-Reply-To: <3B624FF1-91A7-488F-8503-9777C0FBF66C@saffron.net> References: <7A9DA43D-0B24-4C31-9BEC-2222108185E8@saffron.net> <5341EE48-6A7A-4DAC-8ABD-8A71363F9D75@bestpractical.com> <3B624FF1-91A7-488F-8503-9777C0FBF66C@saffron.net> Message-ID: <20050810203546.GX1703@bestpractical.com> On Wed, Aug 10, 2005 at 04:27:48PM -0400, Jason Parsons wrote: > > On Aug 4, 2005, at 9:23 AM, David Glasser wrote: > > >This bug should be fixed in the forthcoming RT 3.4.3. Try 3.4.3 > >release candidate 2 and let us know if this bug still exists. > > 3.4.3 did resolve this problem. > > Is it safe to DELETE FROM ObjectCustomFieldValues the bogus entries? > A quick review seems to suggest that it would be safe to selectively > drop rows from ObjectCustomFieldValues, but it would be nice to know > if this will create any inconsistencies. The only other places that OCFVs will be referenced is in the Transactions table. (So it can say "value foo added") > Thank you. > - Jason Parsons > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From Chunyen.Liu at garmin.com Wed Aug 10 16:44:14 2005 From: Chunyen.Liu at garmin.com (Liu, Chunyen) Date: Wed, 10 Aug 2005 15:44:14 -0500 Subject: [rt-users] RT2 from BSD to Linux Message-ID: <20050810211251.E37934D80A5@diesel.bestpractical.com> Just to see if someone out there still remembers how to work with RT2. We have a version of RT2 extensively modified for special usage. For example, deleting tickets, auto backup, bulk upload from files, etc. It is now on BSD, but we intend to migrate to Linux. We do not plan to upgrade it to RT3 since hundreds of files have been modified or added in RT2. This is the error when I tried to start Apache: --------------------------------------------------------------------------- The Parser module is no longer a part of HTML::Mason. Please see the Lexer and Compiler modules, its replacements.\nCompilation failed in require at /usr/local/share/perl/5.8.4/HTML/Mason.pm line 10.\nBEGIN failed--compilation aborted at /usr/local/share/perl/5.8.4/HTML/Mason.pm line 10.\nCompilation failed in require at /etc/perl/HTML/Mason/Interp.pm line 13.\nBEGIN failed--compilation aborted at /etc/perl/HTML/Mason/Interp.pm line 13.\nCompilation failed in require at /etc/perl/HTML/Mason/ApacheHandler.pm line 246.\nBEGIN failed--compilation aborted at /etc/perl/HTML/Mason/ApacheHandler.pm line 246.\nCompilation failed in require at /usr/local/rt2/bin/webmux.pl line 20.\nBEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 20.\nCompilation failed in require at (eval 6) line 1.\n Syntax error on line 82 of /etc/apache/httpd.conf: --------------------------------------------------------------------------- So, I went ahead and modified Mason.pm as follows: Replace: use HTML::Mason::Parser; with: use HTML::Mason::Compiler; use HTML::Mason::Lexer; Then, I got the following error: --------------------------------------------------------------------------- Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94.\nCompilation failed in require at (eval 6) line 1.\n Syntax error on line 82 of /etc/apache/httpd.conf: Global symbol "$m" requires explicit package name at /usr/local/rt2/bin/webmux.pl line 94. --------------------------------------------------------------------------- Any idea how I should proceed? Thanks a lot. - Chunyen ------------------------- This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation From r at elhames.co.uk Wed Aug 10 18:34:08 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Wed, 10 Aug 2005 23:34:08 +0100 Subject: [rt-users] RT2 from BSD to Linux References: <20050810211251.E37934D80A5@diesel.bestpractical.com> Message-ID: <02ce01c59dfb$9fe3b660$52c593c3@tiger> I don't mean this in a bad way but from experience I would recommend spending 2-3 months upgrading to rt3-4 and moving to linux . else you'll end up with problems everytime you upgrade/patch your system. Roy ----- Original Message ----- From: "Liu, Chunyen" To: Sent: Wednesday, August 10, 2005 9:44 PM Subject: [rt-users] RT2 from BSD to Linux > > > Just to see if someone out there still remembers how to work with RT2. > We have a version of RT2 extensively modified for special usage. > For example, deleting tickets, auto backup, bulk upload from files, etc. > It is now on BSD, but we intend to migrate to Linux. We do not plan to > upgrade it to RT3 since hundreds of files have been modified or added in > RT2. > > This is the error when I tried to start Apache: > -------------------------------------------------------------------------- - > The Parser module is no longer a part of HTML::Mason. Please see the Lexer > and Compiler modules, its replacements.\nCompilation failed in require at > /usr/local/share/perl/5.8.4/HTML/Mason.pm line 10.\nBEGIN > failed--compilation aborted at /usr/local/share/perl/5.8.4/HTML/Mason.pm > line 10.\nCompilation failed in require at /etc/perl/HTML/Mason/Interp.pm > line 13.\nBEGIN failed--compilation aborted at > /etc/perl/HTML/Mason/Interp.pm line 13.\nCompilation failed in require at > /etc/perl/HTML/Mason/ApacheHandler.pm line 246.\nBEGIN failed--compilation > aborted at /etc/perl/HTML/Mason/ApacheHandler.pm line 246.\nCompilation > failed in require at /usr/local/rt2/bin/webmux.pl line 20.\nBEGIN > failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line > 20.\nCompilation failed in require at (eval 6) line 1.\n > Syntax error on line 82 of /etc/apache/httpd.conf: > -------------------------------------------------------------------------- - > > So, I went ahead and modified Mason.pm as follows: > Replace: > use HTML::Mason::Parser; > > with: > use HTML::Mason::Compiler; > use HTML::Mason::Lexer; > > > Then, I got the following error: > -------------------------------------------------------------------------- - > Global symbol "$m" requires explicit package name at > /usr/local/rt2/bin/webmux.pl line 94.\nCompilation failed in require at > (eval 6) line 1.\n > Syntax error on line 82 of /etc/apache/httpd.conf: > Global symbol "$m" requires explicit package name at > /usr/local/rt2/bin/webmux.pl line 94. > -------------------------------------------------------------------------- - > > > Any idea how I should proceed? > > Thanks a lot. > > - Chunyen > > > > ------------------------- > This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. > Thank you for your cooperation > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From babafou at pasteur.fr Thu Aug 11 04:06:24 2005 From: babafou at pasteur.fr (Marc Baudoin) Date: Thu, 11 Aug 2005 10:06:24 +0200 Subject: [rt-users] UTF-8 problem in RT 3.4.3 Web interface Message-ID: <20050811080624.GF27781@pasteur.fr> Hi, I've juste upgraded to RT 3.4.3 and the Web interface seems to have encoding problems. I'm using the French localization and a typical page looks like this: http://www.pasteur.fr/~babafou/rt-3.4.3.png As you can see, some accented letters looks UTF-8ish but others are fine (mostly the left navigation bar and the display of e-mail messages). The e-mail gateway is fine so users don't see the problem, only the support staff. -- Marc Baudoin | Institut Pasteur | P?le informatique - syst?mes et r?seau From tomas.xa.doyle at ericsson.com Thu Aug 11 05:23:02 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Thu, 11 Aug 2005 11:23:02 +0200 Subject: [rt-users] Login Screen Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8374D@eiedbnt502> Hi RT users, Almost installed by the looks of things. In my browser im typing bxxx.xxx.eei.ericsson.se/rt and im being brought to the login screen but then when i type in a user name and pass im being brought to the index page your almost there this is my httpd.conf file (the install is in folder /opt/rt3) FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes 3 -listen-queue-depth 200 -priority 5 # RT for produktion ServerName bete.stp.eei.ericsson.se ServerAdmin root at bete.stp.eei.ericsson.se DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi and in RT_SiteConfig i have set the following Set($WebPath , "/rt"); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "bxxx.xxx.eei.ericsson.se:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); does this seem right to ye guys (well it cant be but its oh so close) any suggestions Kind Regards Tomas Doyle From CElston at PICSolutions.com Thu Aug 11 05:45:16 2005 From: CElston at PICSolutions.com (Craig Elston) Date: Thu, 11 Aug 2005 11:45:16 +0200 Subject: [rt-users] data conversion error ?? Message-ID: <~B42fb1e2d0001.42fb1e6d0000.0001.mml.777244587@rockerfella.PICSolution1.com> Hello everybody We have been using RT2 for 3 years now and it has worked very well. I am now trying to upgrade to RT3.4.2 and receive the following error. The upgrade process has gone fairly smoothly until now, with the upgrade from RT 2.0.13 to RT 3.2.3 and then to RT 3.4.2 going sweetly. After the upgrade I can create tickets in a new database properly, but as soon as I import my historical data using the rt2-to-rt3-1.23 routines I am unable to create tickets (this is probably a permission error - and I will probably get to the bottom of it quite soon) BTW I did the dumpfile routine from 2.0.13 to 3.2.3 and then went through the upgrade ro 3.4.2 following the directions. However when I try to comment on one of the historical tickets I get the following error.... error: Can't call method "Scrips" on an undefined value at /usr/local/rt3/share/html/Ticket/Elements/PreviewScrips line 95. context: ... 91: my @non_recipients = $TicketObj->SquelchMailTo; 92: 93:

<&|/l&>This message will be sent to...

94: <&|/l&>(Check boxes to disable notifications to the listed recipients)
95: % foreach my $scrip (@{$Object->Scrips->Prepared}) { 96: % next unless $scrip->ActionObj->Action->isa('RT::Action::SendEmail'); 97: <%$scrip->Description%>
98: <&|/l, $scrip->ConditionObj->Name, $scrip->ActionObj->Name, $scrip->TemplateObj->Name&>[_1] [_2] with template [_3] 99:
... code stack: /usr/local/rt3/share/html/Ticket/Elements/PreviewScrips:95 /usr/local/rt3/share/html/Ticket/Update.html:135 /usr/local/rt3/share/html/autohandler:215 raw error Does this mean anything to you? My config is as follows: Perl v5.8.7 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Server v1.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::Null v1.01; Apache::Session::Postgres v1.01; Apache::Session::Serialize::Base64 v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::Postgres v1.03; Apache::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.09; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.23; Carp v1.04; CGI v3.10; CGI::Cookie v1.25; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; constant v1.05; Cwd v3.05; Data::Dumper v2.121_04; DBD::Pg v1.43; DBI v1.48; DBIx::SearchBuilder v1.27; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.10; Encode::Alias v2.03; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.0901; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.04; File::Path v1.07; File::Spec v3.05; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.28; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.11; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.49; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.67; Mail::Field v1.67; Mail::Field::AddrList v1.67; Mail::Header v1.67; Mail::Internet v1.67; MIME::Base64 v3.05; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.03; MIME::Tools v5.417; MIME::Words v5.417; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.03; Params::Validate v0.78; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.4.2; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.01; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.06; Sys::Hostname v1.11; Sys::Syslog v0.06; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.66; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.05; vars v1.01; Want v0.09; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /usr/local/rt3 RT::BinPath /usr/local/rt3/bin RT::CORE_CONFIG_FILE /usr/local/rt3/etc/RT_Config.pm RT::CommentAddress rt at ServiceDesk.PICSolutions.com RT::CorrespondAddress rt at ServiceDesk.PICSolutions.com RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType Pg RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject' , Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /usr/local/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of ServiceDesk.PICSolutions.com Ticket #%s":; RT::LocalEtcPath /usr/local/rt3/local/etc RT::LocalLexiconPath /usr/local/rt3/local/po RT::LocalPath /usr/local/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmail RT::MasonComponentRoot /usr/local/rt3/share/html RT::MasonDataDir /usr/local/rt3/var/mason_data RT::MasonLocalComponentRoot /usr/local/rt3/local/html RT::MasonSessionDir /usr/local/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization ServiceDesk.PICSolutions.com RT::OwnerEmail root RT::RTAddressRegexp ^rt\@ServiceDesk.PICSolutions.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /usr/local/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi RT::SendmailPath /usr/sbin/sendmail RT::Timezone ZA/Johannesburg RT::UseFriendlyFromLine 1 RT::VERSION 3.4.2 RT::VarPath /usr/local/rt3/var RT::WebBaseURL http://RT::rt.picsolutions.com:80 RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebURL http://RT::rt.picsolutions.com:80/ RT::rtname ServiceDesk.PICSolutions.com Perl configuration Summary of my perl5 (revision 5 version 8 subversion 7) configuration: Platform: osname=linux, osvers=2.4.20-8, archname=i686-linux uname='linux loki.picsolutions.com 2.4.20-8 #1 thu mar 13 17:54:28 est 2003 i686 i686 i386 gnulinux ' config_args='' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.2 20030222 (Red Hat Linux 3.2.2-5)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/local/lib/perl5/5.8.7/i686-linux/CORE' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' Regards, Craig Elston Systems Specialist PIC Solutions P.O. Box 2455, Cape Town 8000, South Africa Tel: +27 (0)21 680-6008 Fax: +27 (0)21 680-6003 Email: CElston at PICSolutions.com Web: www.PICSolutions.com From sturner at MIT.EDU Thu Aug 11 09:29:17 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 11 Aug 2005 09:29:17 -0400 Subject: [rt-users] Sorting searches by custom field Message-ID: <6.2.1.2.2.20050811092834.02eefa40@po14.mit.edu> Does anyone know of a way to sort search results by a custom field? Thanks, Steve From shildret at scotth.emsphone.com Thu Aug 11 09:49:37 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 11 Aug 2005 08:49:37 -0500 Subject: [rt-users] RT2 from BSD to Linux In-Reply-To: <02ce01c59dfb$9fe3b660$52c593c3@tiger> References: <20050810211251.E37934D80A5@diesel.bestpractical.com> <02ce01c59dfb$9fe3b660$52c593c3@tiger> Message-ID: <1123768177.4723.110.camel@scotth.emsphone.com> On Wed, 2005-08-10 at 23:34 +0100, Raed El - Hames wrote: > I don't mean this in a bad way but from experience I would recommend > spending 2-3 months upgrading to rt3-4 and upgrading to rt3-4 is good advice, but to say moving to Linux will makes none. I run rt on FreeBSD without any problems. If the OP has customization for rt2 and they want this customization for rt3 then they will need to add it no matter what the OS. > moving to linux . else you'll end > up with problems everytime you upgrade/patch your system. > > Roy > ----- Original Message ----- > From: "Liu, Chunyen" > To: > Sent: Wednesday, August 10, 2005 9:44 PM > Subject: [rt-users] RT2 from BSD to Linux > > > > > > > > Just to see if someone out there still remembers how to work with RT2. > > We have a version of RT2 extensively modified for special usage. > > For example, deleting tickets, auto backup, bulk upload from files, etc. > > It is now on BSD, but we intend to migrate to Linux. We do not plan to > > upgrade it to RT3 since hundreds of files have been modified or added in > > RT2. > > > > This is the error when I tried to start Apache: > > -------------------------------------------------------------------------- > - > > The Parser module is no longer a part of HTML::Mason. Please see the > Lexer > > and Compiler modules, its replacements.\nCompilation failed in require at > > /usr/local/share/perl/5.8.4/HTML/Mason.pm line 10.\nBEGIN > > failed--compilation aborted at /usr/local/share/perl/5.8.4/HTML/Mason.pm > > line 10.\nCompilation failed in require at /etc/perl/HTML/Mason/Interp.pm > > line 13.\nBEGIN failed--compilation aborted at > > /etc/perl/HTML/Mason/Interp.pm line 13.\nCompilation failed in require at > > /etc/perl/HTML/Mason/ApacheHandler.pm line 246.\nBEGIN failed--compilation > > aborted at /etc/perl/HTML/Mason/ApacheHandler.pm line 246.\nCompilation > > failed in require at /usr/local/rt2/bin/webmux.pl line 20.\nBEGIN > > failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line > > 20.\nCompilation failed in require at (eval 6) line 1.\n > > Syntax error on line 82 of /etc/apache/httpd.conf: > > -------------------------------------------------------------------------- > - > > > > So, I went ahead and modified Mason.pm as follows: > > Replace: > > use HTML::Mason::Parser; > > > > with: > > use HTML::Mason::Compiler; > > use HTML::Mason::Lexer; > > > > > > Then, I got the following error: > > -------------------------------------------------------------------------- > - > > Global symbol "$m" requires explicit package name at > > /usr/local/rt2/bin/webmux.pl line 94.\nCompilation failed in require at > > (eval 6) line 1.\n > > Syntax error on line 82 of /etc/apache/httpd.conf: > > Global symbol "$m" requires explicit package name at > > /usr/local/rt2/bin/webmux.pl line 94. > > -------------------------------------------------------------------------- > - > > > > > > Any idea how I should proceed? > > > > Thanks a lot. > > > > - Chunyen > > > > > > > > ------------------------- > > This e-mail and any attachments may contain confidential material for the > sole use of the intended recipient. If you are not the intended recipient, > please be aware that any disclosure, copying, distribution or use of this > e-mail or any attachment is prohibited. If you have received this e-mail in > error, please contact the sender and delete all copies. > > Thank you for your cooperation > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Scott T. Hildreth From les at futuresource.com Thu Aug 11 10:39:22 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 11 Aug 2005 09:39:22 -0500 Subject: [rt-users] RT2 from BSD to Linux In-Reply-To: <1123768177.4723.110.camel@scotth.emsphone.com> References: <20050810211251.E37934D80A5@diesel.bestpractical.com> <02ce01c59dfb$9fe3b660$52c593c3@tiger> <1123768177.4723.110.camel@scotth.emsphone.com> Message-ID: <1123771162.18611.6.camel@moola.futuresource.com> On Thu, 2005-08-11 at 08:49, Scott T. Hildreth wrote: > On Wed, 2005-08-10 at 23:34 +0100, Raed El - Hames wrote: > > I don't mean this in a bad way but from experience I would recommend > > spending 2-3 months upgrading to rt3-4 and > > upgrading to rt3-4 is good advice, but to say moving to Linux will > makes none. I run rt on FreeBSD without any problems. If the OP > has customization for rt2 and they want this customization for rt3 > then they will need to add it no matter what the OS. I think the relevant point is that he needs a downrev version of perl and associated modules and the OS is only slightly related to the issue. Unless you are already tied to a particular OS distribution, I'd try Centos3, which like the RHEL3 version is a couple of years old but still receiving security and bugfix updates. -- Les Mikesell les at futuresource.com From rblanco at ats-connection.com.br Thu Aug 11 10:50:46 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 11 Aug 2005 11:50:46 -0300 Subject: [rt-users] Change the Ticket Numbering Message-ID: Hi everybody... Is it possible to change the ticket numbering? For example: can I set the numbering to start at #1500 instead of starting at #1? If it's possible, could anyone please explain me how to do this? Best regards, Rodrigo -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Aug 11 10:52:55 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 11 Aug 2005 10:52:55 -0400 Subject: [rt-users] Change the Ticket Numbering In-Reply-To: References: Message-ID: <42FB6647.6040309@ucrwcu.rwc.uc.edu> Ruslan answered this the last time you posted it to the list, but let me simplify it for you. http://wiki.bestpractical.com/index.cgi?MailingListArchives Go there, pick an archive, and search. Rodrigo Blanco wrote: > Hi everybody... > > > > Is it possible to change the ticket numbering? For example: can I > set the numbering to start at #1500 instead of starting at #1? If it's > possible, could anyone please explain me how to do this? > > > > > > Best regards, > > > > > > Rodrigo > > > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From lawmit at gmail.com Thu Aug 11 11:07:32 2005 From: lawmit at gmail.com (Law Mitchell) Date: Thu, 11 Aug 2005 11:07:32 -0400 Subject: [rt-users] dumpfile-to-rt-3.0 will continue? Message-ID: <1a43dbe7050811080733eb15b2@mail.gmail.com> is dumpfile-to-rt-3.0 able to continue from where it left off i was running dumpfile-to-rt-3.0 and then i lost the connection to the system...the process stopped. is it possible to continue from the last ticket it handled? thanks From trs at bestpractical.com Thu Aug 11 11:33:19 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 11 Aug 2005 11:33:19 -0400 Subject: [rt-users] dumpfile-to-rt-3.0 will continue? In-Reply-To: <1a43dbe7050811080733eb15b2@mail.gmail.com> References: <1a43dbe7050811080733eb15b2@mail.gmail.com> Message-ID: <42FB6FBF.8040306@bestpractical.com> Law Mitchell wrote: > i was running dumpfile-to-rt-3.0 and then i lost the connection to > the system...the process stopped. > is it possible to continue from the last ticket it handled? No. dumpfile-to-rt-3.0 builds the user, queue, and CF mappings (and possibly some other ones) in memory and then uses them during the ticket import process. It's not able to pick up from where it left off because it no longer has the mappings. This causes data to unreliably import. Sorry, I know it's annoying; I've been in a similar situation. To really make sure your data migrates intact, you should do the import all in one run. As always, any patches to fix this are welcome! :) Cheers, Tom From Ahalya_Nathan at mudnebr.com Thu Aug 11 12:06:52 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 11 Aug 2005 11:06:52 -0500 Subject: [rt-users] Doubt in RT_SiteConfig.pm for LDAP overlay Message-ID: Hi all, I am using Dr. Riediger LDAP overlay code and have a problem accessing the $RT::LDAPExternalAuth and $RT::LDAPExternalAut parameters set in the RT_SiteConfig.pm. Has anyone used this overlay code for RT3.4.1 or higher? I tried displaying the value of RT::LDAPExternalAut in the autohandler program and it doesn't display any value.I have checked the permissions in all the overlay code too.Seems fine. Does anyone have any suggestions how to go abt this? My RT_SiteConfig.pm is the following: $LDAPExternalAuth = 1; # will enable LDAP-Auth $LDAPInternalAuthRequired = 1; # will require internal password # in preference to LDAP-Auth $LDAPExternalAuto = 1; # will create accounts "on the fly" $LdapServer="server.domain.com"; # LDAP server for authentication $LdapCert= ""; # enables TLS, name is checked instead # of the server name $LdapCertDir= ""; # enables TLS, will check server name # and certificate vs. CA chain from dir $LdapUser="CN=Nathan,OU=Users,OU=Information Technology,OU=Departments,DC=domain,DC=com"; $LdapPass="password"; # password for binding $LdapBase="DC=domain,DC=com"; $LdapUidAttr="sAMAccountName"; # attribute for RT user name $LdapFilter="(objectclass=*)"; # additional filter $LdapAuthFilter="(status=A)"; # additional filter for authentication only $LdapMap = { # mapping LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', 'Name' => '$RT::LdapUidAtt', 'EmailAddress' => 'mail', 'RealName' => 'cn', }; Regards, Ahalya -------------- next part -------------- An HTML attachment was scrubbed... URL: From tramsburg at ascp.com Thu Aug 11 13:34:21 2005 From: tramsburg at ascp.com (Todd Ramsburg) Date: Thu, 11 Aug 2005 13:34:21 -0400 Subject: [rt-users] Add a "Sort Order" field to Queues table? Message-ID: <97DEEC41-3C2A-4593-9662-0AC4AD02B76B@ascp.com> I've been researching ways to set the order in which queues are displayed in the various web pages, but have yet to find an adequate solution for our needs. The best solution I've found is to rename the queues with a number (or other symbol) in front of the name. I'm trying to avoid this, if possible, just to keep the listings a bit cleaner in appearance. So my question is this...would it be feasible to create a numeric "Sort Order" field in the Queues table, and then internally use that field as the sort field for the web pages where the queues are listed? It doesn't *seem* that difficult (which always scares me.) Which RT files would need to be altered? Thanks for any and all help! Todd -- Todd Ramsburg Computer Systems Specialist American Society of Consultant Pharmacists tramsburg at ascp.com | http://www.ascp.com Phone: 703-739-1300 | Fax: 703-739-1500 America's Senior Care Pharmacists? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2365 bytes Desc: not available URL: From babafou at pasteur.fr Thu Aug 11 14:28:49 2005 From: babafou at pasteur.fr (Marc Baudoin) Date: Thu, 11 Aug 2005 20:28:49 +0200 Subject: [rt-users] UTF-8 problem in RT 3.4.3 Web interface In-Reply-To: <20050811080624.GF27781@pasteur.fr> References: <20050811080624.GF27781@pasteur.fr> Message-ID: <20050811182849.GD12945@pasteur.fr> Marc Baudoin ?crit : > > I've juste upgraded to RT 3.4.3 and the Web interface seems to > have encoding problems. I'm using the French localization and a > typical page looks like this: > > http://www.pasteur.fr/~babafou/rt-3.4.3.png > > As you can see, some accented letters looks UTF-8ish but others > are fine (mostly the left navigation bar and the display of > e-mail messages). The e-mail gateway is fine so users don't see > the problem, only the support staff. The problem lies in the lib/RT/I18N/fr.po, which lacks its header, hence the information about its encoding. I check the other files and the French translation is the only one affected. The attached patch adds the missing header. Thanks to Jesse for his input. -- Marc Baudoin | Institut Pasteur | P?le informatique - syst?mes et r?seau -------------- next part -------------- --- lib/RT/I18N/fr.po.orig Thu Aug 11 20:21:03 2005 +++ lib/RT/I18N/fr.po Thu Aug 11 20:20:10 2005 @@ -1,3 +1,16 @@ +# Copyright (c) 2002 Jesse Vincent +# +msgid "" +msgstr "" +"Project-Id-Version: RT 3.2.0\n" +"POT-Creation-Date: 2002-05-02 11:36+0800\n" +"PO-Revision-Date: 2004-12-17 13:45-0500\n" +"Last-Translator: S??bastien Person \n" +"Language-Team: rt-devel \n" +"MIME-Version: 1.0\n" +"Content-Type: text/plain; charset=utf-8\n" +"Content-Transfer-Encoding: 8bit\n" + msgid "" msgstr ""Log directory %1 not found or couldn't be written.\n" " RT can't run." From lawmit at gmail.com Thu Aug 11 15:04:06 2005 From: lawmit at gmail.com (Law Mitchell) Date: Thu, 11 Aug 2005 15:04:06 -0400 Subject: [rt-users] rt2-to-rt3: Can't find CachedGroupMembers.id Message-ID: <1a43dbe70508111204d8e8e28@mail.gmail.com> why would the below happen? .t-20987 Can't find CachedGroupMembers.id for OID 1108653[Thu Aug 11 16:56:47 2005] [error]: Failed to add 5822 as a member of group 90274 Couldn't add member to group (/opt/rt3/lib/RT/Ticket_Overlay.pm:1474) Couldn't create trans 72892 $VAR1 = { 'Type' => 'Create', 'Ticket' => '20987', 'Created' => '2005-01-12 14:04:43+00', 'id' => 72892, 'Creator' => '5822', 'ActivateScrips' => '0' }; thanks From glasser at bestpractical.com Thu Aug 11 15:13:13 2005 From: glasser at bestpractical.com (David Glasser) Date: Thu, 11 Aug 2005 15:13:13 -0400 Subject: [rt-users] Re: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2EF@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2EF@mailservermn.mqsoftware.com> Message-ID: <8D061894-EB62-4FA7-81F6-7937284808F5@bestpractical.com> On Aug 11, 2005, at 2:00 PM, Kelly F. Hickel wrote: > Trying to install this version, make fixdeps can't install the > mechanize > stuff, apparently because my Fedora Core 4 machine doesn't have > pod2test > installed. I've goggled and rpmfind'd, but can't figure out where to > get this from. pod2test comes from Test::Inline (yeah, this isn't very intuitive). So you could install Test::Inline. Watch out, though -- sometime in the past month or so a "2.0"-branch Test::Inline was released which entirely breaks the old API -- for example, the program is called inline2test. I guess you should download and install Test::Inline 0.16. (Also, please don't send mail to rt-announce unless you're Jesse!) --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From kfh at mqsoftware.com Thu Aug 11 15:18:32 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 11 Aug 2005 14:18:32 -0500 Subject: [rt-users] RE: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2F8@mailservermn.mqsoftware.com> > -----Original Message----- > From: David Glasser [mailto:glasser at bestpractical.com] > Sent: Thursday, August 11, 2005 2:13 PM > To: Kelly F. Hickel > Cc: Jesse Vincent; rt-users at lists.bestpractical.com > Subject: Re: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available > > > On Aug 11, 2005, at 2:00 PM, Kelly F. Hickel wrote: > > > Trying to install this version, make fixdeps can't install the > > mechanize > > stuff, apparently because my Fedora Core 4 machine doesn't have > > pod2test > > installed. I've goggled and rpmfind'd, but can't figure out where to > > get this from. > > pod2test comes from Test::Inline (yeah, this isn't very intuitive). > So you could install Test::Inline. > > Watch out, though -- sometime in the past month or so a "2.0"-branch > Test::Inline was released which entirely breaks the old API -- for > example, the program is called inline2test. I guess you should > download and install Test::Inline 0.16. > > (Also, please don't send mail to rt-announce unless you're Jesse!) > > --dave > Code Monkey, Best Practical Solutions > -- > David Glasser | glasser at bestpractical.com Thanks David, I just figured this out about 10 minutes ago! As far as rt-announce, I didn't send email to it (and I kind of hope that I can't, but I'm not going to try!). I just replied to Jesse's announce email, and he (wisely) has replies directed to rt-users..... Thanks, -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From joby at u.washington.edu Thu Aug 11 15:35:09 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 11 Aug 2005 12:35:09 -0700 Subject: [rt-users] Re: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available In-Reply-To: <8D061894-EB62-4FA7-81F6-7937284808F5@bestpractical.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2EF@mailservermn.mqsoftware.com> <8D061894-EB62-4FA7-81F6-7937284808F5@bestpractical.com> Message-ID: <42FBA86D.1010703@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Since you are using mailman for the announce list, you can configure it to not allow posts except from specified individuals. Additionally, you can hardcode a reply-to address, thus you could direct replies to rt-users. jbw David Glasser wrote: > > On Aug 11, 2005, at 2:00 PM, Kelly F. Hickel wrote: > >> Trying to install this version, make fixdeps can't install the mechanize >> stuff, apparently because my Fedora Core 4 machine doesn't have pod2test >> installed. I've goggled and rpmfind'd, but can't figure out where to >> get this from. > > > pod2test comes from Test::Inline (yeah, this isn't very intuitive). So > you could install Test::Inline. > > Watch out, though -- sometime in the past month or so a "2.0"-branch > Test::Inline was released which entirely breaks the old API -- for > example, the program is called inline2test. I guess you should > download and install Test::Inline 0.16. > > (Also, please don't send mail to rt-announce unless you're Jesse!) > > --dave > Code Monkey, Best Practical Solutions -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFC+6htgA0gpghkf88RAgftAKDHptAKEVfnZAU7vqI/YFOAjNMsPgCfUpOO BYyaa7cwrSn33UzZCTOz6YA= =ndIc -----END PGP SIGNATURE----- From jesse at bestpractical.com Thu Aug 11 15:37:24 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Aug 2005 15:37:24 -0400 Subject: [rt-users] Re: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available In-Reply-To: <42FBA86D.1010703@u.washington.edu> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2EF@mailservermn.mqsoftware.com> <8D061894-EB62-4FA7-81F6-7937284808F5@bestpractical.com> <42FBA86D.1010703@u.washington.edu> Message-ID: <20050811193723.GY1703@bestpractical.com> On Thu, Aug 11, 2005 at 12:35:09PM -0700, Joby Walker wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Since you are using mailman for the announce list, you can configure it > to not allow posts except from specified individuals. Additionally, you > can hardcode a reply-to address, thus you could direct replies to rt-users. And it's supposed to not allow posts by anybody but me. (And even then, only after approval. Time to go poking) > jbw > > David Glasser wrote: > > > > On Aug 11, 2005, at 2:00 PM, Kelly F. Hickel wrote: > > > >> Trying to install this version, make fixdeps can't install the mechanize > >> stuff, apparently because my Fedora Core 4 machine doesn't have pod2test > >> installed. I've goggled and rpmfind'd, but can't figure out where to > >> get this from. > > > > > > pod2test comes from Test::Inline (yeah, this isn't very intuitive). So > > you could install Test::Inline. > > > > Watch out, though -- sometime in the past month or so a "2.0"-branch > > Test::Inline was released which entirely breaks the old API -- for > > example, the program is called inline2test. I guess you should > > download and install Test::Inline 0.16. > > > > (Also, please don't send mail to rt-announce unless you're Jesse!) > > > > --dave > > Code Monkey, Best Practical Solutions > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (GNU/Linux) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFC+6htgA0gpghkf88RAgftAKDHptAKEVfnZAU7vqI/YFOAjNMsPgCfUpOO > BYyaa7cwrSn33UzZCTOz6YA= > =ndIc > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From kfh at mqsoftware.com Thu Aug 11 16:02:42 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 11 Aug 2005 15:02:42 -0500 Subject: [rt-users] Problems installing RT 3.4.3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2FD@mailservermn.mqsoftware.com> Trying to install on a fresh Fedora Core 4 machine. First problem was pod2test (the fix was covered in other emails to the list). Got past that, "make fixdeps" runs clean. Did a make install. Edited RT_SiteConfig.pm Here's where I noticed the first issue, at the end of "make install" it tells me that I must configure a database password in RT_SiteConfig.pm. However, I specified a password when I ran the configure script, and the password I specified has already been put into RT_Config.pm. This isn't a major thing, but it's a bit confusing, and probably has some bearing on the more significant issue outlined below. Now I run "make initialize-database" and it outputs the following: [root at rtsupport rt-3.4.3]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,Use of uninitialized value in concatenation (.) or string at //opt/rt3/sbin/rt-setup-database line 282. this script needs to connect to your mysql instance on as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Done setting up database ACLs. Now inserting RT core system objects [Thu Aug 11 19:57:00 2005] [crit]: Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at //opt/rt3/sbin/rt-setup-database line 384 (/opt/rt3/lib/RT.pm:295) make: *** [initialize-database] Error 255 So, two issues here, the first is the un-initialized value, not a big deal, but. The other problem is more serious, and I can't quite figure out what it is. Somewhere in one of the files it says that there's no need to create a user in the database, that the script will do it, but it seems that it hasn't done it yet, since I don't see the rt-user created in mysql at the end of the script, even though it seems to be trying to use it. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Thu Aug 11 16:15:16 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 11 Aug 2005 15:15:16 -0500 Subject: [rt-users] RE: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA2FF@mailservermn.mqsoftware.com> > -----Original Message----- > From: Kelly F. Hickel > Sent: Thursday, August 11, 2005 2:19 PM > To: 'David Glasser' > Cc: Jesse Vincent; rt-users at lists.bestpractical.com > Subject: RE: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now available > > > > > -----Original Message----- > > From: David Glasser [mailto:glasser at bestpractical.com] > > Sent: Thursday, August 11, 2005 2:13 PM > > To: Kelly F. Hickel > > Cc: Jesse Vincent; rt-users at lists.bestpractical.com > > Subject: Re: (Where's pod2test?) RE: [Rt-announce] RT 3.4.3 now > available > > > > > > On Aug 11, 2005, at 2:00 PM, Kelly F. Hickel wrote: > > > > > Trying to install this version, make fixdeps can't install the > > > mechanize > > > stuff, apparently because my Fedora Core 4 machine doesn't have ... > > (Also, please don't send mail to rt-announce unless you're Jesse!) > > > > --dave > > Code Monkey, Best Practical Solutions > > -- > > David Glasser | glasser at bestpractical.com > > Thanks David, I just figured this out about 10 minutes ago! > > As far as rt-announce, I didn't send email to it (and I kind of hope that > I can't, but I'm not going to try!). I just replied to Jesse's announce > email, and he (wisely) has replies directed to rt-users..... By the way, you were right, I did (although I didn't mean to), and I shouldn't (although I shouldn't have been able to!). "Sorry about that, Chief." - agent 86 > > Thanks, > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com From ghenry at suretecsystems.com Thu Aug 11 16:53:02 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 11 Aug 2005 21:53:02 +0100 Subject: [rt-users] Best way to upgrade from 3.4.2? Message-ID: <200508112153.03292.ghenry@suretecsystems.com> Dear List, I saw the announcement yesterday and was wondering where the latest upgrade info is? Do I need to pretend I am installing it from scratch and then do a "make upgrade" after configuring 3.4.3? Thanks. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 742001 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From todd at chaka.net Thu Aug 11 21:45:07 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 11 Aug 2005 21:45:07 -0400 Subject: [rt-users] Best way to upgrade from 3.4.2? In-Reply-To: <200508112153.03292.ghenry@suretecsystems.com> References: <200508112153.03292.ghenry@suretecsystems.com> Message-ID: <20050812014507.GJ1614@chaka.net> On Thu, Aug 11, 2005 at 09:53:02PM +0100, Gavin Henry wrote: > Dear List, > > I saw the announcement yesterday and was wondering where the latest upgrade > info is? > > Do I need to pretend I am installing it from scratch and then do a "make > upgrade" after configuring 3.4.3? > > Thanks. It's all in the README file... From jfenal at gmail.com Fri Aug 12 09:52:26 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Fri, 12 Aug 2005 15:52:26 +0200 Subject: [rt-users] UTF-8 problem in RT 3.4.3 Web interface In-Reply-To: <20050811182849.GD12945@pasteur.fr> References: <20050811080624.GF27781@pasteur.fr> <20050811182849.GD12945@pasteur.fr> Message-ID: <40a14bc105081206524379bd3e@mail.gmail.com> 2005/8/11, Marc Baudoin : > Marc Baudoin ?crit : > > > > I've juste upgraded to RT 3.4.3 and the Web interface seems to > > have encoding problems. I'm using the French localization and a > > typical page looks like this: > > > > http://www.pasteur.fr/~babafou/rt-3.4.3.png > > > > As you can see, some accented letters looks UTF-8ish but others > > are fine (mostly the left navigation bar and the display of > > e-mail messages). The e-mail gateway is fine so users don't see > > the problem, only the support staff. > > The problem lies in the lib/RT/I18N/fr.po, which lacks its > header, hence the information about its encoding. I check the > other files and the French translation is the only one affected. > The attached patch adds the missing header. oops, my fault, I need to send an updated fr.po to BPS ASAP. The one that came with 3.4.2 was regenerated before I knew about 'make regenerate-catalogs', which I became aware of by IRC last week. 3.5.2 is updated in SVN, 3.4.2 will be sent tonight. Marc, I can send you the last one for 3.4 privately later on. Sorry also for this second mail, reply-to: is not set to the list... which I forget almost everytime. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From erwinpasia at yahoo.com Fri Aug 12 10:05:22 2005 From: erwinpasia at yahoo.com (Erwin Pasia) Date: Fri, 12 Aug 2005 07:05:22 -0700 (PDT) Subject: [rt-users] unable to create users Message-ID: <20050812140522.12209.qmail@web30714.mail.mud.yahoo.com> hello, at last were able to setup RT in Oracle 10g, after manually adding the initial records, scripts, etc. in the database. All went well except when I did few checking and found out I cannot actually add users even using the root with set SuperUser rights. Below are the errors Im getting whenever attempting to create users. Maybe some people already encountered same prob. Would really appreciate some suggestions that I might be missing in the configurations. Many thanks. [Thu Aug 11 12:51:07 2005] [crit]: Couldn't add the user to his own acl equivalence group: (/opt/rt3.4.2/lib/RT/Group_Overlay.pm:591) [Thu Aug 11 12:51:07 2005] [crit]: Couldn't stash the user in groupmembers (/opt/rt3.4.2/lib/RT/User_Overlay.pm:277) Erwin --------------------------------- Yahoo! Mail for Mobile Take Yahoo! Mail with you! Check email on your mobile phone. -------------- next part -------------- An HTML attachment was scrubbed... URL: From arnout.boer at webflex.nl Fri Aug 12 10:25:52 2005 From: arnout.boer at webflex.nl (Arnout Boer) Date: Fri, 12 Aug 2005 16:25:52 +0200 Subject: [rt-users] Configuration and contract documents per customer in RT3 In-Reply-To: <20050812140522.12209.qmail@web30714.mail.mud.yahoo.com> Message-ID: <20050812142553.CF9B123F32@mx02.webflex.net> Hi all, We are in the progress of implementing RT3 for our support desk. The powerfull features are a very welcome addition in our professionalisation process. However there is something missing (or at least we can not find it). For every customer we want to safe configuration and contract data. Currently this is done in a portal environment but it would be more convenient if we could do this within RT3. Is there any possibility for this? In case not is there anybody who has any experience with this in combination with for example Mambo? Regards, Arnout From mfc at unique-inc.com Fri Aug 12 11:23:58 2005 From: mfc at unique-inc.com (Mark Castagna) Date: Fri, 12 Aug 2005 11:23:58 -0400 Subject: [rt-users] Unable to login (rt-3.4.2) Message-ID: <42FCBF0E.3070002@unique-inc.com> All, This is similar to, [rt-users] 2005-May/031423.html, in that I get the RT login page, try to login with the default login/password as well as other combinations. My environment, - Gentoo Linux 2.4 - rt 3.4.2 - mysql 4.0.24 - apache 1.3 I get the following error message in the apache error_log, [Fri Aug 12 14:13:14 2005] [error]: FAILED LOGIN for root from nnn.nnn.nnn.nnn (/var/www/unique_rt3/htdocs/rt/autohandler:191) I apologize in advance for my "poor" posting etiquette. I'm new to the rt-user subscription and it's unclear to me the proper method of posting. Thanks, Mark -- Mark Castagna unique computer services, inc. (732) 786-0111 x109 (732) 786-0097 (fax) mfc at unique-inc.com From sc2 at gmx.at Fri Aug 12 12:27:39 2005 From: sc2 at gmx.at (sc2 at gmx.at) Date: Fri, 12 Aug 2005 18:27:39 +0200 Subject: [rt-users] templates Message-ID: <000e01c59f5a$c68e8870$6bda6c50@b> hello is there a way or addon to work in Tracker with Templates as answers `? Thx bye richard From tmaciak at ci.grand-rapids.mi.us Fri Aug 12 13:17:10 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Fri, 12 Aug 2005 13:17:10 -0400 Subject: [rt-users] Login session time Message-ID: <"H0000c1a003bed2b.1123867030.frozone.grand-rapids.mi.us*"@MHS> Anybody know a way to adjust the user (technician) session time? For example, maybe we want a user to have a session last for 5 days So they only have to authenticate once a week. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kyleballing at uofu.net Fri Aug 12 16:11:35 2005 From: kyleballing at uofu.net (Kyle Balling) Date: Fri, 12 Aug 2005 14:11:35 -0600 Subject: [rt-users] Changing the fields of email created tickets Message-ID: <42FD0277.6020203@uofu.net> Hi all, I am trying to change ticket fields when they are created on ticket submission. Mostly I want the Cc field to be preserved from the original email to the ticket Cc. field. For example if someone sends an email to RT and Cc. that to our tech support mailing list and maybe to a collaborator, and I reply to that ticket, I would also like all those from the original Cc of the email to get Cc'd when I reply to the ticket. As it stands, when a ticket is created through email, the sender is set as the requestor and the Cc field is wiped out. I would appreciate at least knowing in what file to look and modify so I can fix it myself. Any more help is also greatly appreciated. From, Kyle Balling SCI Institute University of Utah From humberto at nexos.com.br Fri Aug 12 16:44:51 2005 From: humberto at nexos.com.br (Humberto Junior) Date: Fri, 12 Aug 2005 17:44:51 -0300 Subject: [rt-users] Instalation problem with rt32 Message-ID: <42FD0A43.2070703@nexos.com.br> Hi all I had some problems with the Postgres, i tried to install the RT32 in a FreeBSD 5.3 with apache-1.3.33, mod_perl-1.29_1 and postgresql-7.4.5 Everithing seems ok, but the make can't conect into DB. I type these five lines: #make clean install INITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb DB_DBA_USER=pgsql DB_DBA_PASSWORD=password (give all correct but un the last line i receive "don't know how to INITIAL_INSTALL") #cat /root/RT/RT_SiteConfig.pm > /usr/local/rt3/etc/RT_SiteConfig.pm #cat /root/RT/append.httpd.conf >> /usr/lo/usr/local/etc/apache/httpd.conf #apachectl stop && apachectl start # make post-install -DINITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb DB_DBA_USER=pgsql DB_DBA_PASSWORD=password DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 118 could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 121. Database doesn't appear to exist. Aborting database drop. at /usr/local/rt3/sbin/rt-setup-database line 122. DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 80 Failed to connect to dbi:Pg:dbname=template1;host=localhost as pgsql: could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 80. *** Error code 255 (ignored) ===================================================================== To complete the installation of this port, please follow these steps: 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to the default config file (/usr/local/rt3/etc/RT_Config.pm). 2. Configure the email and web gateways. Please refer to 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README 3. Restart Apache. 4. Do remember to *CHANGE* the root's password for the web interface. The default is "password" (without the quotes.) 5. Configure RT per the instructions at http://www.fsck.com/rtfm/. ===================================================================== Does anyone knows what (or where I can found information) I need to set up im my DB to make this work? Thanks in advance. Humberto Junior. From jfenal at gmail.com Fri Aug 12 17:02:23 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Fri, 12 Aug 2005 23:02:23 +0200 Subject: [rt-users] UTF-8 problem in RT 3.4.3 Web interface In-Reply-To: <40a14bc105081206524379bd3e@mail.gmail.com> References: <20050811080624.GF27781@pasteur.fr> <20050811182849.GD12945@pasteur.fr> <40a14bc105081206524379bd3e@mail.gmail.com> Message-ID: <40a14bc10508121402495a9292@mail.gmail.com> 2005/8/12, J?r?me Fenal : > 2005/8/11, Marc Baudoin : > > Marc Baudoin ?crit : > > > > > > I've juste upgraded to RT 3.4.3 and the Web interface seems to > > > have encoding problems. I'm using the French localization and a > > > typical page looks like this: > > > > > > http://www.pasteur.fr/~babafou/rt-3.4.3.png > > > > > > As you can see, some accented letters looks UTF-8ish but others > > > are fine (mostly the left navigation bar and the display of > > > e-mail messages). The e-mail gateway is fine so users don't see > > > the problem, only the support staff. > > > > The problem lies in the lib/RT/I18N/fr.po, which lacks its > > header, hence the information about its encoding. I check the > > other files and the French translation is the only one affected. > > The attached patch adds the missing header. > > oops, my fault, I need to send an updated fr.po to BPS ASAP. > The one that came with 3.4.2 was regenerated before I knew about 'make > regenerate-catalogs', which I became aware of by IRC last week. > > 3.5.2 is updated in SVN, 3.4.2 will be sent tonight. I have sent the related file to rt-bugs a few minutes ago. It will make its way to the subversion repository, but for people needing an update fr.po, they can find it at http://jfenal.free.fr/rt/fr.po.gz . Regards, and sorry for the bug. J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From trick at adonis.net Fri Aug 12 17:15:57 2005 From: trick at adonis.net (Patrick Morris) Date: Fri, 12 Aug 2005 14:15:57 -0700 Subject: [rt-users] Changing the fields of email created tickets In-Reply-To: <42FD0277.6020203@uofu.net> References: <42FD0277.6020203@uofu.net> Message-ID: <42FD118D.2010302@adonis.net> See the ParseNewMessageForTicketCcs config option. Kyle Balling wrote: > Hi all, > > I am trying to change ticket fields when they are created on ticket > submission. Mostly I want the Cc field to be preserved from the > original email to the ticket Cc. field. For example if someone sends > an email to RT and Cc. that to our tech support mailing list and maybe > to a collaborator, and I reply to that ticket, I would also like all > those from the original Cc of the email to get Cc'd when I reply to > the ticket. As it stands, when a ticket is created through email, the > sender is set as the requestor and the Cc field is wiped out. I would > appreciate at least knowing in what file to look and modify so I can > fix it myself. Any more help is also greatly appreciated. From antonio at bemfi.ca Fri Aug 12 17:29:41 2005 From: antonio at bemfi.ca (Antonio Bemfica) Date: Fri, 12 Aug 2005 17:29:41 -0400 Subject: [rt-users] Instalation problem with rt32 In-Reply-To: <42FD0A43.2070703@nexos.com.br> References: <42FD0A43.2070703@nexos.com.br> Message-ID: <1123882181.67004.42.camel@heffalump.skillnet.ca> Try using INITIAL_INSTALL=YES instead of just INITIAL_INSTALL as in: make clean install INITIAL_INSTALL=YES etc... A. On Fri, 2005-08-12 at 17:44 -0300, Humberto Junior wrote: > Hi all > > I had some problems with the Postgres, i tried to install the RT32 in a > FreeBSD 5.3 with apache-1.3.33, mod_perl-1.29_1 and postgresql-7.4.5 > > Everithing seems ok, but the make can't conect into DB. > > I type these five lines: > > #make clean install INITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb > DB_DBA_USER=pgsql DB_DBA_PASSWORD=password > > (give all correct but un the last line i receive "don't know how to > INITIAL_INSTALL") > > #cat /root/RT/RT_SiteConfig.pm > /usr/local/rt3/etc/RT_SiteConfig.pm > #cat /root/RT/append.httpd.conf >> /usr/lo/usr/local/etc/apache/httpd.conf > #apachectl stop && apachectl start > > # make post-install -DINITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb > DB_DBA_USER=pgsql DB_DBA_PASSWORD=password > DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could > not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 118 > could not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 121. > Database doesn't appear to exist. Aborting database drop. at > /usr/local/rt3/sbin/rt-setup-database line 122. > DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could > not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 80 > Failed to connect to dbi:Pg:dbname=template1;host=localhost as pgsql: > could not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 80. > *** Error code 255 (ignored) > ===================================================================== > > To complete the installation of this port, please follow these steps: > > 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to > the default config file (/usr/local/rt3/etc/RT_Config.pm). > 2. Configure the email and web gateways. Please refer to > 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README > 3. Restart Apache. > 4. Do remember to *CHANGE* the root's password for the web interface. > The default is "password" (without the quotes.) > 5. Configure RT per the instructions at http://www.fsck.com/rtfm/. > > ===================================================================== > Does anyone knows what (or where I can found information) I need to set > up im my DB to make this work? > > Thanks in advance. > Humberto Junior. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From humberto at nexos.com.br Fri Aug 12 14:41:58 2005 From: humberto at nexos.com.br (Humberto Junior) Date: Fri, 12 Aug 2005 15:41:58 -0300 Subject: [rt-users] instalation problem Message-ID: <42FCED76.2030408@nexos.com.br> Hi all I had some problems with the Postgres, i tried to install the RT32 in a FreeBSD 5.3 with apache-1.3.33, mod_perl-1.29_1 and postgresql-7.4.5 Everithing seems ok, but the make can't conect into DB. I type these five lines: #make clean install INITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb DB_DBA_USER=pgsql DB_DBA_PASSWORD=password (give all correct but un the last line i receive "don't know how to INITIAL_INSTALL") #cat /root/RT/RT_SiteConfig.pm > /usr/local/rt3/etc/RT_SiteConfig.pm #cat /root/RT/append.httpd.conf >> /usr/lo/usr/local/etc/apache/httpd.conf #apachectl stop && apachectl start # make post-install -DINITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb DB_DBA_USER=pgsql DB_DBA_PASSWORD=password DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 118 could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 121. Database doesn't appear to exist. Aborting database drop. at /usr/local/rt3/sbin/rt-setup-database line 122. DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 80 Failed to connect to dbi:Pg:dbname=template1;host=localhost as pgsql: could not connect to server: Connection refused at /usr/local/rt3/sbin/rt-setup-database line 80. *** Error code 255 (ignored) ===================================================================== To complete the installation of this port, please follow these steps: 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to the default config file (/usr/local/rt3/etc/RT_Config.pm). 2. Configure the email and web gateways. Please refer to 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README 3. Restart Apache. 4. Do remember to *CHANGE* the root's password for the web interface. The default is "password" (without the quotes.) 5. Configure RT per the instructions at http://www.fsck.com/rtfm/. ===================================================================== Does anyone knows what (or where I can found information) I need to set up im my DB to make this work? Thanks in advance. Humberto Junior. From marct at alcor.concordia.ca Fri Aug 12 19:24:03 2005 From: marct at alcor.concordia.ca (Marc A Tisseur) Date: Fri, 12 Aug 2005 19:24:03 -0400 Subject: [rt-users] Colons in queue name seems to break Quicksearch display in rt-3.4.3 Message-ID: <1123889043.42fd2f931ade4@alcor.concordia.ca> After installaing 3.4.3 I noticed the number of new or open tickets in the Quicksearch list allways shows up as 0 for any queue containing a ":" in its name. Selecting the queue will list the tickets however. rt-3.4.2's quicksearch doesn't suffer the same problem. The principal diff between the two is as follows; --- rt-3.4.3/html/Elements/Quicksearch 2005-06-23 17:37:31.000000000 -0400 +++ rt-3.4.2/html/Elements/Quicksearch 2005-02-01 09:20:40.000000000 -0500 @@ -57,11 +57,9 @@ while (my $queue = $Queues->Next) { next unless ($queue->CurrentUserHasRight('ShowTicket')); - my $name = $m->interp->apply_escapes($queue->Name, "u"); - - my $new_q = "Queue = '$name' AND Status = 'new'"; - my $open_q = "Queue = '$name' AND Status = 'open'"; - my $all_q = "Queue = '$name' AND (Status = 'open' OR Status = 'new')"; + my $new_q = "Queue = '".$queue->Name."' AND Status = 'new'"; + my $open_q = "Queue = '".$queue->Name."' AND Status = 'open'"; + my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' OR Status = 'new')"; $Tickets->FromSQL($open_q); my $open = $Tickets->Count(); @@ -69,8 +67,10 @@ $Tickets->FromSQL($new_q); my $new = $Tickets->Count(); Can anyone point out to me if there other "prohibited" characters that I should be aware of? Server specs; Linux 2.4.18 #4 Fri May 31 01:25:31 PDT 2002 i686 unknown Slackware 8.1 Apache/1.3.33 (Unix) mod_perl/1.29 mod_ssl/2.8.22 OpenSSL/0.9.6d configured Perl 5.8.6 DBIx::SearchBuilder 1.31 PostgreSQL 8.0.3 Much appreciated, -- Marc Tisseur Manager, Desktop Support Group and Helpline - IITS Concordia University Montreal, Canada From jesse at bestpractical.com Sat Aug 13 14:08:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 13 Aug 2005 14:08:34 -0400 Subject: [rt-users] Colons in queue name seems to break Quicksearch display in rt-3.4.3 In-Reply-To: <1123889043.42fd2f931ade4@alcor.concordia.ca> References: <1123889043.42fd2f931ade4@alcor.concordia.ca> Message-ID: On Aug 12, 2005, at 7:24 PM, Marc A Tisseur wrote: > After installaing 3.4.3 I noticed the number of new or open tickets > in the Quicksearch list allways shows up as 0 for any queue containing > a ":" in > its name. Selecting the queue will list the tickets however. rt-3.4.2's > quicksearch doesn't suffer the same problem. The principal diff > between the two > is as follows; > > --- rt-3.4.3/html/Elements/Quicksearch 2005-06-23 17:37:31.000000000 > -0400 > +++ rt-3.4.2/html/Elements/Quicksearch 2005-02-01 09:20:40.000000000 > -0500 > @@ -57,11 +57,9 @@ > while (my $queue = $Queues->Next) { > next unless ($queue->CurrentUserHasRight('ShowTicket')); > > - my $name = $m->interp->apply_escapes($queue->Name, "u"); This is a bug in 3.4.3. We're working to fix it. From jesse at bestpractical.com Sat Aug 13 14:45:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 13 Aug 2005 14:45:00 -0400 Subject: [rt-users] RT-3.5.2: any way to edit a reminder? In-Reply-To: <42E91634.9080303@uwaterloo.ca> References: <42E91634.9080303@uwaterloo.ca> Message-ID: <20050813184459.GW1703@bestpractical.com> On Thu, Jul 28, 2005 at 01:30:28PM -0400, Jeff Voskamp wrote: > I'd like to change/set the due date (or owner) without having to delete > this one and make a new one. When we next merge up from the dev branch, there will be. > Jeff Voskamp > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jamin at skyriver.net Sat Aug 13 16:01:26 2005 From: jamin at skyriver.net (Jamin Cleveland) Date: Sat, 13 Aug 2005 13:01:26 -0700 Subject: [rt-users] Problems upgrading from 3.2.3 to 3.4.2 port on FreeBSD 5.4 Release Message-ID: <20050813200515.7A4C75C43@hq.skyriver.net> All, I am having issues upgrading from the rt32 port to the rt34 port on my FreeBSD box. A clean install of either version works fine. However, when I try to invoke the UPGRADE_RT32 option either during or post install the scripts throw a bunch of errors (possibly expected behavior? I'll post the errors if you wish). Then when I login to the new RT 3.4.2 GUI, everything appears to work fine _except_ the Custom Fields (the main feature for which I am doing the upgrade). I cannot create new custom fields (just get an "unable to create" error in the gui), and the custom fields I did have in 3.2.3, both global and queue specific, are now gone. Anyone experience this issue yet? -- Jamin Cleveland IT Director Skyriver Communications, Inc. 858-812-5285 From something at gmail.com Sat Aug 13 19:39:31 2005 From: something at gmail.com (Sean) Date: Sun, 14 Aug 2005 07:39:31 +0800 Subject: [rt-users] Missing subject and body of incoming mail Message-ID: <327e65eb05081316397cbae3bb@mail.gmail.com> Config: Current Debian Sarge with RT installed via apt-get. The Web part of the system appears to be working okay. Problem: 1) RT strips out subject and body of incoming emails (see Example 1 - Full Headers display of received email. ("Content-Length: 0")) It is interesting that in Full Headers display there is no "Subject" line (not only is it empty, it looks as if it was completely removed). 2) This causes three major problems: a) We have to use "The Basics" editor to manually edit Subject for every ticket created via email. Still, this is futile because the reply to this email will again have the subject and body stripped... b) Response to mail sent by RT account creates yet another new ticket (as RT strips subject filed so in the reply to the submitter there's no reference to the ticket # that would connect future correspondence with the existing ticket number - see Example 2). c) It's impossible to use RT with email because incoming body is always empty (no mail content) and subject as well (always creates new issues) I saw that in the latest release there was a bug solution for missing attachments in tickets created using SelfService mode. Perhaps this is related to that bug (an email version of the same issue). I tried submitting email issues via Hotmail, Gmail, and a Windows MUA - RT strips subject/body of all messages no matter where they come from or if they come from users or anonymous submitters. Attachments get stripped too. Outgoing mail sent from Web GUI keeps the subject, body and attachment(s). Example 1: ------------------------------------ Received: by server (Postfix, from userid 1011) id 253230C32E8; Sun, 14 Aug 2005 07:06:23 +0800 (CST) Delivered-To: rt at company.com Message-Id: <200503230623.1C0C32E8 at server> Return-Path: X-Original-To: rt at company.com To: undisclosed-recipients:; Date: Sun, 14 Aug 2005 07:06:23 +0800 (CST) From: rt at company.com X-RT-Original-Encoding: iso-8859-1 Content-Length: 0 ------------------------------------ Example 2: ------------------------------------ Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "", a summary of which appears below. ------------------------------------- From jphayes at gmail.com Sun Aug 14 19:30:12 2005 From: jphayes at gmail.com (Jay) Date: Mon, 15 Aug 2005 00:30:12 +0100 Subject: [rt-users] Interface Customizations Message-ID: <8d4ad9b905081416304a59e7e9@mail.gmail.com> Hi all, I am looking to take some fundamental elements, such as configuation, preferences etc.. from the general web interface of RT, in essence creating a type of user view. Has anybody done this before? I've read the wiki about this and there is little on the subject - only an example to how to remove the configuration link from normal users. Any help would be greatly appreciated. Later, Jay From joby at u.washington.edu Sun Aug 14 19:50:11 2005 From: joby at u.washington.edu (Joby Walker) Date: Sun, 14 Aug 2005 16:50:11 -0700 Subject: [rt-users] Interface Customizations In-Reply-To: <8d4ad9b905081416304a59e7e9@mail.gmail.com> References: <8d4ad9b905081416304a59e7e9@mail.gmail.com> Message-ID: <42FFD8B3.6040206@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm in the middle of a bunch of WebUI work that includes the Elements/Tabs, etc. Touching Elements/Tabs can be pretty tricky. You might just want to modify the tabs via the Default Callback to Elements/Tabs. jbw Jay wrote: > Hi all, > > I am looking to take some fundamental elements, such as configuation, > preferences etc.. from the general web interface of RT, in essence > creating a type of user view. > > Has anybody done this before? > I've read the wiki about this and there is little on the subject - > only an example to how to remove the configuration link from normal > users. > > Any help would be greatly appreciated. > > Later, > Jay > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFC/9izgA0gpghkf88RAoYFAJwJFgEhpCglfeLG+ZJyiV4Y0w38WQCeMsEA flDm0zTF4I1kF0V9jQKl+BQ= =xqRo -----END PGP SIGNATURE----- From cartera at lei.net.au Sun Aug 14 20:03:17 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 15 Aug 2005 10:03:17 +1000 Subject: [rt-users] Interface Customizations In-Reply-To: <8d4ad9b905081416304a59e7e9@mail.gmail.com> References: <8d4ad9b905081416304a59e7e9@mail.gmail.com> Message-ID: <42FFDBC5.60000@lei.net.au> Check out RT 3.5.2 under the 'development' branch to see how a lot of all this is now much more possible/already been done Jay wrote: >Hi all, > >I am looking to take some fundamental elements, such as configuation, >preferences etc.. from the general web interface of RT, in essence >creating a type of user view. > >Has anybody done this before? >I've read the wiki about this and there is little on the subject - >only an example to how to remove the configuration link from normal >users. > >Any help would be greatly appreciated. > >Later, >Jay >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From anner at blast.com Mon Aug 15 09:17:05 2005 From: anner at blast.com (Anne Ramey) Date: Mon, 15 Aug 2005 09:17:05 -0400 Subject: [rt-users] instalation problem In-Reply-To: <42FCED76.2030408@nexos.com.br> References: <42FCED76.2030408@nexos.com.br> Message-ID: <430095D1.8020200@blast.com> Humberto Junior wrote: > Hi all > > I had some problems with the Postgres, i tried to install the RT32 in a > FreeBSD 5.3 with apache-1.3.33, mod_perl-1.29_1 and postgresql-7.4.5 > > Everithing seems ok, but the make can't conect into DB. > > I type these five lines: > > #make clean install INITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb > DB_DBA_USER=pgsql DB_DBA_PASSWORD=password > > (give all correct but un the last line i receive "don't know how to > INITIAL_INSTALL") > > #cat /root/RT/RT_SiteConfig.pm > /usr/local/rt3/etc/RT_SiteConfig.pm > #cat /root/RT/append.httpd.conf >> /usr/lo/usr/local/etc/apache/httpd.conf > #apachectl stop && apachectl start > > # make post-install -DINITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb > DB_DBA_USER=pgsql DB_DBA_PASSWORD=password > DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could > not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 118 > could not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 121. > Database doesn't appear to exist. Aborting database drop. at > /usr/local/rt3/sbin/rt-setup-database line 122. > DBI connect('dbname=template1;host=localhost','pgsql',...) failed: could > not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 80 > Failed to connect to dbi:Pg:dbname=template1;host=localhost as pgsql: > could not connect to server: Connection refused at > /usr/local/rt3/sbin/rt-setup-database line 80. > *** Error code 255 (ignored) > ===================================================================== > > To complete the installation of this port, please follow these steps: > > 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to > the default config file (/usr/local/rt3/etc/RT_Config.pm). > 2. Configure the email and web gateways. Please refer to > 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README > 3. Restart Apache. > 4. Do remember to *CHANGE* the root's password for the web interface. > The default is "password" (without the quotes.) > 5. Configure RT per the instructions at http://www.fsck.com/rtfm/. > > ===================================================================== > Does anyone knows what (or where I can found information) I need to set > up im my DB to make this work? > > Thanks in advance. > Humberto Junior. Can you connect to postgres from the command line? Have you edited /usr/local/rt3/etc/RT_SiteConfig.pm to reflect your db name/user/passwd choices? Anne From Kevin.OBrien at sonyconnect.com Mon Aug 15 10:54:51 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Mon, 15 Aug 2005 07:54:51 -0700 Subject: [rt-users] Contribution: Send Nagios alert upon ticket creation Message-ID: I thought I'd pass along a contribution I just added to the RT Wiki site. I've configured a custom scrip that will set off a Nagios alert if a ticket is created in a particular queue. We setup a couple queues for that are intended to be "alert" queues that users can e-mail if something serious has happened. If a ticket is created in this queue, it will trigger a Nagios alert and will start paging the appropriate personnel. Instructions can be found here: http://wiki.bestpractical.com/index.cgi?SendNagiosAlert Enjoy, -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Gary.Holmes at surfcontrol.com Mon Aug 15 11:49:23 2005 From: Gary.Holmes at surfcontrol.com (Gary Holmes) Date: Mon, 15 Aug 2005 16:49:23 +0100 Subject: [rt-users] FastCGI question Message-ID: <0C3EE0F6AFED7740AF7782796D342E871476B5@wedgwood.surfcontrol.com> Hi, I've got 2 rt servers. The production one is running on Fedora Core 3 with Apache 2 and mod_perl2 (the 1.99 version) (rt). The other is a test box with Fedora Core 4 with Apache 2 and FastCGI (rt-test). Currently, both have 3.4.3 and are sharing a mysql database. All this is fine. Web UI works, email in, etc. The FC3 server works perfectly 100% of the time. On FC4, I can't get the logout link to work, I end up here: http://rt-test/NoAuth/<%$URL%> Instead of the login page. Is this perhaps a problem with the handling of NoAuth pages? The WebNoAuthRegex setting is the same on both boxes, which is the out of the box value: Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); The config in the httpd.conf file on FC4 looks like this: ServerAdmin root ServerName rt-test.surfcontrol.com ServerAlias rt-test DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 I can find no other references to this problem. I've checked and set permissions all over the place. Anyone any ideas? Thanks, Gary ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Gary Holmes SurfControl gary.holmes at surfcontrol.com www.surfcontrol.com ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ SurfControl - Enterprise Threat Protection ========================================== Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From i.norton at lancaster.ac.uk Mon Aug 15 12:25:18 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 15 Aug 2005 17:25:18 +0100 Subject: [rt-users] RE: [rt-users] Login session time Message-ID: <7F332A8009EE5D4CB62C87717A3498A10EECA1DD@exchange-be1.lancs.ac.uk> Hi, What you want is covered in the wiki : http://wiki.bestpractical.com/index.cgi?CleanupSessions Adjust the timeout as required. Ian. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of tmaciak at ci.grand-rapids.mi.us Sent: 12 August 2005 18:17 To: rt-users at lists.bestpractical.com Subject: [rt-users] Login session time Anybody know a way to adjust the user (technician) session time? For example, maybe we want a user to have a session last for 5 days So they only have to authenticate once a week. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tsuter at cait.org Mon Aug 15 12:46:49 2005 From: tsuter at cait.org (Tim Suter) Date: Mon, 15 Aug 2005 11:46:49 -0500 Subject: [rt-users] New RT Database on Remote MySQL server. In-Reply-To: References: Message-ID: <1124124409.9906.30.camel@localhost.localdomain> I have created a helpdesk_user2 with phpmyadmin on a remote MySQL 4.1.12 server (which is what I have to use). I issue this command: /opt/rt3/sbin/rt-setup-database --action init --dba helpdesk_user2 --prompt-for-dba-password I get this: [root at silicon sbin]# /opt/rt3/sbin/rt-setup-database --action init --dba helpdesk_user2 --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on internal.mysql.org as helpdesk_user2. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database helpdesk2. Now populating database schema. Creating database schema. schema sucessfully inserted Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'helpdesk_user2'@'silicon.sys.org' to database 'helpdesk2' at /opt/rt3/sbin/rt-setup-database line 337. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON helpdesk2.* TO helpdesk_user2@'internal.mysql.org' IDENTIFIED BY 'db_password'; Access denied for user 'helpdesk_user2'@'silicon.sys.org' to database 'helpdesk2' at /opt/rt3/sbin/rt-setup-database line 338. Does this block in RT_SiteConfig have anything to do with the problems I am having? # {{{ Database Configuration # Database driver beeing used. Case matters # Valid types are "mysql", "Oracle" and "Pg" Set($DatabaseType , 'mysql'); # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance Set($DatabaseHost , 'internal.mysql.org'); Set($DatabaseRTHost , 'internal.mysql.org'); # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank Set($DatabasePort , ''); #The name of the database user (inside the database) Set($DatabaseUser , 'helpdesk_user2'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , 'db_password'); # The name of the RT's database on your database server Set($DatabaseName , 'helpdesk2'); What should this: Set($DatabaseHost , 'internal.mysql.org'); Set($DatabaseRTHost , 'internal.mysql.org'); be set to? I have read some documentation on RT's site and it has said that you don't have to add a db_user. Is this true? I don't think that would work. Tim From trick at adonis.net Mon Aug 15 14:13:43 2005 From: trick at adonis.net (Patrick Morris) Date: Mon, 15 Aug 2005 11:13:43 -0700 Subject: [rt-users] New RT Database on Remote MySQL server. In-Reply-To: <1124124409.9906.30.camel@localhost.localdomain> References: <1124124409.9906.30.camel@localhost.localdomain> Message-ID: <4300DB57.8050101@adonis.net> Tim Suter wrote: >DBD::mysql::st execute failed: Access denied for user >'helpdesk_user2'@'silicon.sys.org' to database 'helpdesk2' >at /opt/rt3/sbin/rt-setup-database line 337. >Problem with statement: > GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON helpdesk2.* TO >helpdesk_user2@'internal.mysql.org' IDENTIFIED BY 'db_password'; >Access denied for user 'helpdesk_user2'@'silicon.sys.org' to database >'helpdesk2' at /opt/rt3/sbin/rt-setup-database line 338. >Does this block in RT_SiteConfig have anything to do with the problems I >am having? > > Looks like your only real problem is that the helpdesk2 user doesn't have the permissions it needs to modify the helpdesk2 table permissions. From daryl at voiceverified.com Mon Aug 15 16:31:33 2005 From: daryl at voiceverified.com (Daryl G. Jurbala) Date: Mon, 15 Aug 2005 16:31:33 -0400 Subject: [rt-users] On Create Notify Requestors and Ccs with template Autoreply notworking Message-ID: I have an odd problem that I could use some help with. I'm not sure how long it's been going on, but it survived a 3.4.1 to a 3.4.3 upgrade. When a ticket is created, RT used to do the On Create Notify Requestors and Ccs with template Autoreply properly. Now it does not. If I add AdminCCs to that list, I do get the autoreply to the AdminCC. Most likely related to this issue, if I make a reply to a ticker using the reply on the ticket itself (at the top left), the requestor gets the message. If I use the reply link on an individual ticket entry (to get the quoted text), the requestor does not get the reply. I am nearly 100% sure this is not an MTA issue, as the requestor can get replies as described above. I'm sure I'm missing something obvious, but searching the list archives hasn't helped so far....I'm probably not looking for the correct thing. So if someone could point me in the right direction, I would greatly appreciate it. Thanks, Daryl From rt_ns at yahoo.com Mon Aug 15 17:11:58 2005 From: rt_ns at yahoo.com (RT NS) Date: Mon, 15 Aug 2005 14:11:58 -0700 (PDT) Subject: [rt-users] Custom Fields on Update (RT 3.0.9) Message-ID: <20050815211158.25422.qmail@web32511.mail.mud.yahoo.com> We're using RT 3.0.9 and would like to include/edit custom fields in Update.html & Display.html. The code on the wiki (EditCustomFieldsOnUpdate) applies only for RT 3.2.X, and I was unable to locate the original patch from the list archives using Dig or Google. Can anyone please tell me how they implemented this? Thanks! James __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.xa.doyle at ericsson.com Tue Aug 16 04:08:57 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Tue, 16 Aug 2005 10:08:57 +0200 Subject: [rt-users] Statistics - graphs Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D83758@eiedbnt502> Hi all, I recently added the statistics package to my RT3 install im quite impressed with how it graphically represents calls etc. but it all works but one section the Time to Resolve (scatter graph) im just getting a box with an x in it, meaning it cant display this type of picture/graph i think? Has anybody else had this problem as all other graphs work fine. Kind Regards Tomas From tomas.xa.doyle at ericsson.com Tue Aug 16 05:24:10 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Tue, 16 Aug 2005 11:24:10 +0200 Subject: [rt-users] Create a new call request Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8375C@eiedbnt502> Hi, in the create new call request how can i stop the full users list being displayed in the Owners combobox i only want a specific user to be displayed as all communication goes through this person although i dont want to remove the right to own a ticket as this person will in turn reassign the ticket to a specific group of people. im not sure where all the sql commands happen for accessing the database can anybody enlighten me i know that the file create.html is where this page is displayed from and the file SelectOwner in turn passes everybody in Users table of the database back out. Regards Tomas From S.G.Tranter at lboro.ac.uk Tue Aug 16 06:45:53 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 16 Aug 2005 11:45:53 +0100 Subject: [rt-users] Custom field display Message-ID: <4301C3E1.3000008@lboro.ac.uk> Hello, I'm trying to set up RT to be used in a way where there are different ticket types. I have decided to do this by having a different button for each ticket type in the "RT at a glance page". When this button is clicked, it passes a parameter to Create.html page. What I want to do is then suppress the regular way in which RT displays this specific custom field and hard code its display at the top of the "New ticket" page. Here's what I've done so far: - First of all I created a custom field called Ticket Type. - Then I looked in the output HTML to see how RT displayed this field. - I then took the HTML and placed it in Create.html where I wanted using the name provided by RT, which in this case was "Object-RT::Ticket--CustomField-1-Values". I also took the associated hidden field. - I changed the custom field widget type from a list box to a drop-down list box with only one item (the value passed from "RT at a glance") which was selected. I also disabled the drop-down list box. - I then edited /opt/rt3/local/html/Ticket/Elements/EditCustomFields so it did not display the specific custom field - basically saying if name doesn't equals "Case Type" then display the custom fields. This worked fine. However, when the ticket is created, and the resulting ticket is displayed, the Case Type custom field has "no value". Can anyone think what is going wrong? Is there a better way to approach this? Thanks in advance, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223179 F: +44 (0) 1509 211586 ------------------------------------------------ From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 16 08:50:02 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 16 Aug 2005 08:50:02 -0400 Subject: [rt-users] Create a new call request In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D8375C@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D8375C@eiedbnt502> Message-ID: <4301E0FA.1080800@ucrwcu.rwc.uc.edu> Tomas Doyle XA (DL/LMI) wrote: >Hi, > >in the create new call request how can i stop the full users list being displayed in the Owners combobox i only want >a specific user to be displayed as all communication goes through this person >although i dont want to remove the right to own a ticket as this person will in turn >reassign the ticket to a specific group of people. > > You could create a seperate queue, that this one person could have OwnTicket on and re-assign to other queues when the time comes. >im not sure where all the sql commands happen for accessing the database can anybody enlighten me >i know that the file create.html is where this page is displayed from >and the file SelectOwner in turn passes everybody in Users table of the database back out. > >Regards Tomas >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tmaciak at ci.grand-rapids.mi.us Tue Aug 16 10:11:46 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Tue, 16 Aug 2005 10:11:46 -0400 Subject: [rt-users] Session timeout Message-ID: <"H0000c1a003ea538.1124201505.frozone.grand-rapids.mi.us*"@MHS> Ian, Thanks for the reply. I looked into the wiki and saw the perl script to delete sessions in the DB, however within my SESSIONS table there is no data. It appears that the cookie is set for expiration "at the end of Session". Meaning whenever a user closes their browser It removes the cookie. I did wiki searches for session , cookie and for timeout but found nothing to help tell me How to configure the session in RT. That's when I searched through all of the RT user list archives and found this interesting information And yes, it still applies even for RT v3.4.2 http://lists.bestpractical.com/pipermail/rt-devel/2004-November/006503.html T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lawmit at gmail.com Tue Aug 16 11:01:46 2005 From: lawmit at gmail.com (Law Mitchell) Date: Tue, 16 Aug 2005 11:01:46 -0400 Subject: [rt-users] 2.0.15 -> 3.4.3 Message-ID: <1a43dbe705081608015966da21@mail.gmail.com> When upgrading RT from version 2.0.15 to version 3.4.3, is it really necessary to install 3.0.2 first? thanks From rdh at stealthllama.org Tue Aug 16 10:45:29 2005 From: rdh at stealthllama.org (Bob Hagen) Date: Tue, 16 Aug 2005 10:45:29 -0400 Subject: [rt-users] Form submission Message-ID: <4301FC09.6040801@stealthllama.org> Greetings! I'm relatively new to RT, so I'm still exploring it a bit and tailoring it to my work environment. One of the integration challenges I'm facing is how to create web forms for ticket submission. Is there a way I can have a form kick out an email to RT with the actual Requestor mapped out appropriately? I wouldn't want to the owner of tickets submitted through the web to have a Request of the www at servername.org. Is this best done via a direct CGI connections to the database or is there a way to product a formatted email that will map the fields out properly? Regards, -Bob- From sturner at MIT.EDU Tue Aug 16 11:27:57 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 16 Aug 2005 11:27:57 -0400 Subject: [rt-users] Form submission In-Reply-To: <4301FC09.6040801@stealthllama.org> References: <4301FC09.6040801@stealthllama.org> Message-ID: <6.2.1.2.2.20050816112333.02f465f0@po14.mit.edu> At Tuesday 8/16/2005 10:45 AM, Bob Hagen wrote: >Greetings! > >I'm relatively new to RT, so I'm still exploring it a bit and tailoring it >to my work environment. One of the integration challenges I'm facing is >how to create web forms for ticket submission. Is there a way I can have >a form kick out an email to RT with the actual Requestor mapped out >appropriately? I wouldn't want to the owner of tickets submitted through >the web to have a Request of the www at servername.org. > >Is this best done via a direct CGI connections to the database or is there >a way to product a formatted email that will map the fields out properly? Bob, There's some free software called cgiemail which does what you need - you should be able to find out more about it using Google. Steve From scott at remc1.org Tue Aug 16 11:45:51 2005 From: scott at remc1.org (Scott Sherrill) Date: Tue, 16 Aug 2005 11:45:51 -0400 Subject: [rt-users] Form submission In-Reply-To: <20050816151615.30848.qmail@mail.remc1.net> References: <20050816151615.30848.qmail@mail.remc1.net> Message-ID: <43020A2F.1020203@remc1.org> rdh at stealthllama.org wrote: >Greetings! > >I'm relatively new to RT, so I'm still exploring it a bit and tailoring >it to my work environment. One of the integration challenges I'm facing >is how to create web forms for ticket submission. Is there a way I can >have a form kick out an email to RT with the actual Requestor mapped out >appropriately? I wouldn't want to the owner of tickets submitted >through the web to have a Request of the www at servername.org. > >Is this best done via a direct CGI connections to the database or is >there a way to product a formatted email that will map the fields out >properly? > > > Bob - We solved this problem with a little php script I wrote. The user receives text boxes to fill in their email addy, location, problem etc. The script then mails it to our support system, but the return address is the email addy the user filled in. The request enters the queue looking like the user submitted it instead of www at servername.org. We also include the requesting IP addy just to track where the request really came from. It works, but does rely on the user typing in their right email address. The script needs php and the mail.php library. You are welcome to it if you'd like (attached). It could at least be a starting point..... Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From mberning at gmail.com Tue Aug 16 12:07:14 2005 From: mberning at gmail.com (Mike B) Date: Tue, 16 Aug 2005 12:07:14 -0400 Subject: [rt-users] RT 3.4.2 - Scrip to modify requestor email on create Message-ID: <660013270508160907441bb0f8@mail.gmail.com> Hello all, I'm new to RT and I'm trying to get a handle on custom scrips. We have several staff members that like to submit requests from their personal email accounts. What I'd like to do is have the scrip change their personal email address to their official email address when the ticket is created. So far I've been successful at getting the requestor email out of $self->TicketObj->Requestors->MemberEmailAddresses but I've been ubable to successfully assign a new value to it. If anybody could point me in the right direction I would really appreciate the help. Thanks, Mike From vostrak at sefira.cz Tue Aug 16 12:05:31 2005 From: vostrak at sefira.cz (=?iso-8859-2?B?Vm9zdPjhayBNYXTsag==?=) Date: Tue, 16 Aug 2005 18:05:31 +0200 Subject: [rt-users] SCRIP and send e-mail Message-ID: Hello, I install the RT application to our company, every on this app is best, but I have a problem when I would close the request. I meen, I would like send the information when this ticket is close but for more one person and only when I close the request. Anybody knows how? As I red the documentation, I must wrote some code, like as SCRIP, but I can't find any document where is exactly what I must do. please help me. thank you matej From jamin at skyriver.net Tue Aug 16 13:11:48 2005 From: jamin at skyriver.net (Jamin Cleveland) Date: Tue, 16 Aug 2005 10:11:48 -0700 Subject: [rt-users] RE: Problems upgrading from 3.2.3 to 3.4.2 port on FreeBSD 5.4 Release Message-ID: Since the upgrade scripts did not work (completely). I have spent some time altering the version 3.2 tables to adhere to the 3.4 tables' format. Most of the changes were made to the CustomFields table it seems. Great, done. Loaded the data back in, everything looks fine _except_ all of the ticket history is gone. The tickets are there. They display correctly with the old (and new) custom fields, but there is no correspondence or comment history. And I get an internal server error message when trying to create a new ticket. So, where is the ticket correspondence and comment history stored? -Jamin -----Original Message----- From: Jamin Cleveland [mailto:jamin at skyriver.net] Sent: Saturday, August 13, 2005 1:01 PM To: 'rt-users at lists.bestpractical.com' Subject: Problems upgrading from 3.2.3 to 3.4.2 port on FreeBSD 5.4 Release All, I am having issues upgrading from the rt32 port to the rt34 port on my FreeBSD box. A clean install of either version works fine. However, when I try to invoke the UPGRADE_RT32 option either during or post install the scripts throw a bunch of errors (possibly expected behavior? I'll post the errors if you wish). Then when I login to the new RT 3.4.2 GUI, everything appears to work fine _except_ the Custom Fields (the main feature for which I am doing the upgrade). I cannot create new custom fields (just get an "unable to create" error in the gui), and the custom fields I did have in 3.2.3, both global and queue specific, are now gone. Anyone experience this issue yet? -- Jamin Cleveland IT Director Skyriver Communications, Inc. 858-812-5285 From lawmit at gmail.com Tue Aug 16 13:21:41 2005 From: lawmit at gmail.com (Law Mitchell) Date: Tue, 16 Aug 2005 13:21:41 -0400 Subject: [rt-users] upgrading 2.0.15 -> 3.4.3 In-Reply-To: <1a43dbe705081608015966da21@mail.gmail.com> References: <1a43dbe705081608015966da21@mail.gmail.com> Message-ID: <1a43dbe705081610213cb023cf@mail.gmail.com> When upgrading RT from version 2.0.15 to version 3.4.3, is it really necessary to install 3.0.2 first? thanks From luiz at eaprender.com.br Tue Aug 16 13:00:14 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Tue, 16 Aug 2005 14:00:14 -0300 Subject: [rt-users] RT 3.2.2 -> 3.4.3 problem. Message-ID: <43021B9E.3060202@eaprender.com.br> Ive upgraded my 3.2.2 version to 3.4.3, Ive instaled all the 3.4.3 dependencies. Accessing http://helpdesk34.test.net:81/Ticket/Display.html?id=150 Im getting: Could not load ticket 372 Browsing the users im getting Couldn't load user '' Using: Apache/2.0.53 (FreeBSD) PHP/5.0.3 mod_perl/1.99_18 Perl/v5.8.5 -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID From tsuter at cait.org Tue Aug 16 14:01:02 2005 From: tsuter at cait.org (Tim Suter) Date: Tue, 16 Aug 2005 13:01:02 -0500 Subject: [rt-users] rt2 to rt3 dumpfile import problem--please help. In-Reply-To: <1a43dbe705081610213cb023cf@mail.gmail.com> References: <1a43dbe705081608015966da21@mail.gmail.com> <1a43dbe705081610213cb023cf@mail.gmail.com> Message-ID: <1124215262.13549.12.camel@localhost.localdomain> OK. I have a problem now with the importation of the rt2 db using the rt2-to-rt3-1.23.tar.gz. rt2-to-dump ran fine. However, when importing into the remote mysql using dumpfile-to-rt3, it started to go. Then the characters were in chinese or something and it did bring me to a prompt of some sort but it wrecked my terminal session and I really couldn't tell what happened. I had the characters go different on me one other time, and it imported all the data successfully from the RT2 in the RT3 install but that was to the localhost mysql i was using for testing. This time, the characters went different, but nothing appears to have imported? Is it there? Or not? I can't tell. Is there something else I can do to import the data differently using dumpfile-to-rt3 so I can see what is going on? Thanks in advance, Tim From oliveaddict at gmail.com Tue Aug 16 14:01:31 2005 From: oliveaddict at gmail.com (Victor) Date: Tue, 16 Aug 2005 11:01:31 -0700 Subject: [rt-users] Statistics - graphs In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D83758@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D83758@eiedbnt502> Message-ID: Hello. :) Make sure you are using the Statistics package from the Wiki: http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage The package on the web server is old and outdated (http://download.bestpractical.com/pub/rt/contrib/). I had problems with scatter graphs in the older code. Updating to the code from Wiki fixed all of my statistics package problems. Hope this helps. On 8/16/05, Tomas Doyle XA (DL/LMI) wrote: > Hi all, > > I recently added the statistics package to my RT3 install im quite impressed with how it graphically represents calls etc. > but it all works but one section the Time to Resolve (scatter graph) im just getting a box with an x in it, meaning it cant display this type of picture/graph i think? > Has anybody else had this problem as all other graphs work fine. > Kind Regards > Tomas > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From tsuter at cait.org Tue Aug 16 14:17:33 2005 From: tsuter at cait.org (Tim Suter) Date: Tue, 16 Aug 2005 13:17:33 -0500 Subject: [rt-users] rt2 to rt3 dumpfile import problem--please help. In-Reply-To: <1124215262.13549.12.camel@localhost.localdomain> References: <1a43dbe705081608015966da21@mail.gmail.com> <1a43dbe705081610213cb023cf@mail.gmail.com> <1124215262.13549.12.camel@localhost.localdomain> Message-ID: <1124216253.13549.15.camel@localhost.localdomain> And for what it's worth this is from /opt/rt3/var/log/rt.log: [Tue Aug 16 16:07:19 2005] [crit]: RT::Ticket=HASH(0xb279bbc) tried to load a bogus ticket: 952 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:19 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:19 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 952 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:19 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'952 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:19 2005] [crit]: RT::Ticket=HASH(0xb24dfbc) tried to load a bogus ticket: 1189 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:19 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:19 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 1188 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:19 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'1188 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:19 2005] [crit]: RT::Ticket=HASH(0xb19aa78) tried to load a bogus ticket: 1189 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:19 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:19 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 1189 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:19 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'1189 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:20 2005] [crit]: RT::Ticket=HASH(0xb201524) tried to load a bogus ticket: 11930 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:20 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 11930 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:20 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'11930 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:20 2005] [crit]: RT::Ticket=HASH(0xb251efc) tried to load a bogus ticket: 11931 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:20 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 11931 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:20 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'11931 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:20 2005] [crit]: RT::Ticket=HASH(0xb25609c) tried to load a bogus ticket: 11057 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:20 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 11057 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:20 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve target:'11057 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:118) [Tue Aug 16 16:07:20 2005] [crit]: RT::Ticket=HASH(0xb2147c8) tried to load a bogus ticket: 12663 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:20 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 12663 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:20 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'12663 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:20 2005] [crit]: RT::Ticket=HASH(0xb26d78c) tried to load a bogus ticket: 12879 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:20 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 12879 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:20 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'12879 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:20 2005] [crit]: RT::Ticket=HASH(0xb25e7f8) tried to load a bogus ticket: 13078 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:20 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 13078 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:20 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'13078 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb25a614) tried to load a bogus ticket: 1 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 1 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'1 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb26d798) tried to load a bogus ticket: 13401 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 13401 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'13401 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb25609c) tried to load a bogus ticket: 14411 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14411 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14411 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb2414fc) tried to load a bogus ticket: 14409 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14409 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14409 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb25a410) tried to load a bogus ticket: 14410 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14410 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14410 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb2348e0) tried to load a bogus ticket: 14405 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14798 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14798 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb26d588) tried to load a bogus ticket: 14405 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14413 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14413 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb241454) tried to load a bogus ticket: 14405 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14405 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14405 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb251e24) tried to load a bogus ticket: 14578 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 14578 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'14578 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/15004-fsck.com-rt://cait.org/ticket/13295-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [crit]: RT::Ticket=HASH(0xb267320) tried to load a bogus ticket: 15642 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:21 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 15642 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:21 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'15642 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:21 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/15752-fsck.com-rt://cait.org/ticket/15695-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:21 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [crit]: RT::Ticket=HASH(0xb273614) tried to load a bogus ticket: 15956 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:22 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 15979 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:22 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'15979 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:22 2005] [crit]: RT::Ticket=HASH(0xb21f11c) tried to load a bogus ticket: 15956 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:22 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 15956 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:22 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'15956 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:22 2005] [crit]: RT::Ticket=HASH(0xb23efd4) tried to load a bogus ticket: 16116 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:22 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 16116 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:22 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'16116 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:22 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/16422-fsck.com-rt://cait.org/ticket/16411-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/16948-fsck.com-rt://cait.org/ticket/16955-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:22 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [crit]: RT::Ticket=HASH(0xb22e4e4) tried to load a bogus ticket: 11124 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:23 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 11124 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:23 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'11124 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:23 2005] [crit]: RT::Ticket=HASH(0xb1ed254) tried to load a bogus ticket: 17760 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:23 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 17760 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:23 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'17760 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:23 2005] [crit]: RT::Ticket=HASH(0xb24bcf4) tried to load a bogus ticket: 18236 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:23 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 18236 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:23 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'18236 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:23 2005] [crit]: RT::Ticket=HASH(0xb260bcc) tried to load a bogus ticket: 18285 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:23 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 18285 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:23 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve target:'18285 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:118) [Tue Aug 16 16:07:23 2005] [crit]: RT::Ticket=HASH(0xb250008) tried to load a bogus ticket: 18199 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:23 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 18199 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:23 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'18199 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:23 2005] [crit]: RT::Ticket=HASH(0xb271060) tried to load a bogus ticket: 18673 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:23 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:23 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 18673 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:23 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'18673 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:24 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/21266-fsck.com-rt://cait.org/ticket/21347-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:24 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:25 2005] [crit]: RT::Ticket=HASH(0xb27782c) tried to load a bogus ticket: 22447 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:25 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:25 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 22447 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:25 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'22447 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:26 2005] [crit]: RT::Ticket=HASH(0xb250128) tried to load a bogus ticket: 23038 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:26 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:26 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 23038 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:26 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'23038 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:26 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/24419-fsck.com-rt://cait.org/ticket/24379-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:26 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/24616-fsck.com-rt://cait.org/ticket/24644-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [crit]: RT::Ticket=HASH(0xb25e7f8) tried to load a bogus ticket: 24659 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:27 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 24659 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:27 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'24659 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:27 2005] [crit]: RT::Ticket=HASH(0xb250128) tried to load a bogus ticket: 24659 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:27 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 24659 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:27 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'24659 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:27 2005] [crit]: RT::Ticket=HASH(0xb260b54) tried to load a bogus ticket: 24718 (/opt/rt3/lib/RT/Ticket_Overlay.pm:249) [Tue Aug 16 16:07:27 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/URI/fsck_com_rt.pm line 131. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse 24718 (/opt/rt3/lib/RT/URI.pm:145) [Tue Aug 16 16:07:27 2005] [warning]: RT::Link=HASH(0xb243580) couldn't resolve base:'24718 - ' into a URI (/opt/rt3/lib/RT/Link_Overlay.pm:107) [Tue Aug 16 16:07:27 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/24555-fsck.com-rt://cait.org/ticket/24748-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/24555-fsck.com-rt://cait.org/ticket/24748-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/25283-fsck.com-rt://cait.org/ticket/25277-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: DBD::mysql::st execute failed: Duplicate entry 'fsck.com-rt://cait.org/ticket/25283-fsck.com-rt://cait.org/ticket/25274-MemberOf' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:269) [Tue Aug 16 16:07:27 2005] [warning]: RT::Handle=HASH(0xa8e1c38) couldn't execute the query 'INSERT INTO Links (Type, LastUpdated, Target, Base, LocalTarget, Creator, LastUpdatedBy, LocalBase, Created) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:269) [root at silicon log]# On Tue, 2005-08-16 at 13:01 -0500, Tim Suter wrote: > OK. I have a problem now with the importation of the rt2 db using the > rt2-to-rt3-1.23.tar.gz. rt2-to-dump ran fine. However, when importing > into the remote mysql using dumpfile-to-rt3, it started to go. Then > the characters were in chinese or something and it did bring me to a > prompt of some sort but it wrecked my terminal session and I really > couldn't tell what happened. I had the characters go different on me > one other time, and it imported all the data successfully from the RT2 > in the RT3 install but that was to the localhost mysql i was using for > testing. > > This time, the characters went different, but nothing appears to have > imported? Is it there? Or not? I can't tell. Is there something else > I can do to import the data differently using dumpfile-to-rt3 so I can > see what is going on? > > Thanks in advance, > Tim > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rickr at rice.edu Tue Aug 16 14:37:01 2005 From: rickr at rice.edu (Rick Russell) Date: Tue, 16 Aug 2005 13:37:01 -0500 Subject: [rt-users] RT 3.4.2 - Scrip to modify requestor email on create In-Reply-To: <660013270508160907441bb0f8@mail.gmail.com> References: <660013270508160907441bb0f8@mail.gmail.com> Message-ID: <4302324D.5030307@rice.edu> Mike B wrote: > So far I've been successful at getting the requestor email out of > $self->TicketObj->Requestors->MemberEmailAddresses but I've been > ubable to successfully assign a new value to it. $self->TicketObj->DeleteWatcher(Type => "Requestor", Email => "Personal E-mail Address"); $self->TicketObj->AddWatcher(Type => "Requestor", Email => "Canonical E-mail Address"); -- Rick Russell For computer help, call xHELP (x4357 or 713-348-4357) OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -- Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 From luiz at eaprender.com.br Tue Aug 16 14:43:01 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Tue, 16 Aug 2005 15:43:01 -0300 Subject: [rt-users] RT 3.2.2 -> 3.4.3 problem. In-Reply-To: <43021B9E.3060202@eaprender.com.br> References: <43021B9E.3060202@eaprender.com.br> Message-ID: <430233B5.1080802@eaprender.com.br> Luiz Henrique Ozaki wrote: >Ive upgraded my 3.2.2 version to 3.4.3, Ive instaled all the 3.4.3 >dependencies. > >Accessing http://helpdesk34.test.net/Ticket/Display.html?id=150 Im >getting: >Could not load ticket 372 > >Browsing the users im getting >Couldn't load user '' > >Using: >Apache/2.0.53 (FreeBSD) PHP/5.0.3 mod_perl/1.99_18 Perl/v5.8.5 > > > Ive made a fresh install with make install, droped the database and created a new one instalation but Im getting the same problem.... Its not a upgrade problem... Here goes more details: Perl v5.8.5 under freebsd Apache::Access v0.01; Apache::Connection v0.01; Apache::Const v0.01; Apache::DBI v0.94; Apache::Filter v0.01; Apache::Log v0.01; Apache::Module v0.01; Apache::RequestIO v0.01; Apache::RequestRec v0.01; Apache::RequestUtil v0.01; Apache::Response v0.01; Apache::ServerRec v0.01; Apache::ServerUtil v0.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::Null v1.01; Apache::Session::Postgres v1.01; Apache::Session::Serialize::Base64 v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::Postgres v1.03; Apache::Status v3.00; Apache::SubRequest v0.01; Apache::URI v0.01; Apache::Util v0.01; APR v0.01; APR::Brigade v0.01; APR::Bucket v0.01; APR::Const v0.01; APR::Date v0.01; APR::Pool v0.01; APR::Table v0.01; APR::URI v0.01; APR::Util v0.01; AutoLoader v5.60; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.22; Carp v1.03; CGI v3.05; CGI::Cookie v1.24; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v2.19; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::Pg v1.43; DBI v1.48; DBIx::SearchBuilder v1.31; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.27; HTML::Mason v1.28; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.38; HTML::Scrubber v0.08; I18N::LangTags v0.33; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.46; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.64; Mail::Field v1.64; Mail::Field::AddrList v1.64; Mail::Field::Date v1.64; Mail::Header v1.64; Mail::Internet v1.64; MIME::Base64 v3.05; MIME::Body v5.415; MIME::Decoder v5.415; MIME::Entity v5.415; MIME::Field::ContDisp v5.415; MIME::Field::ConTraEnc v5.415; MIME::Field::ContType v5.415; MIME::Field::ParamVal v5.415; MIME::Head v5.415; MIME::Parser v5.415; MIME::QuotedPrint v3.03; MIME::Tools v5.415; MIME::Words v5.415; mod_perl v1.9918; ModPerl::Const v0.01; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.76; POSIX v1.08; re v0.04; Regexp::Common v2.118; Regexp::Common::delimited v2.103; RT v3.4.3; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.65; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; utf8 v1.04; vars v1.01; Want v0.07; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress RT_CommentAddressNotSet RT::CorrespondAddress RT_CorrespondAddressNotSet RT::DatabaseHost localhost RT::DatabaseName rt34 RT::DatabasePassword /Password not printed/ RT::DatabaseRTHost localhost RT::DatabaseType Pg RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of example.com Ticket #%s":; RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization example.com RT::OwnerEmail root RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /usr/sbin/sendmail RT::Timezone US/Eastern RT::UseFriendlyFromLine 1 RT::VERSION 3.4.3 RT::VarPath /opt/rt3/var RT::WebBaseURL http://localhost RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebURL http://localhost/ RT::rtname example.com Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=freebsd, osvers=5.3-release, archname=i386-freebsd-64int uname='freebsd freebsd.org 5.3-release freebsd 5.3-release #0: fri oct 15 12:04:25 pdt 2004 kris at freebsd.org:usrsrcsysmagickernelpath i386 ' config_args='-sde -Dprefix=/usr/local -Darchlib=/usr/local/lib/perl5/5.8.5/mach -Dprivlib=/usr/local/lib/perl5/5.8.5 -Dman3dir=/usr/local/lib/perl5/5.8.5/perl/man/man3 -Dman1dir=/usr/local/man/man1 -Dsitearch=/usr/local/lib/perl5/site_perl/5.8.5/mach -Dsitelib=/usr/local/lib/perl5/site_perl/5.8.5 -Dscriptdir=/usr/local/bin -Dsiteman3dir=/usr/local/lib/perl5/5.8.5/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Ui_malloc -Ui_iconv -Uinstallusrbinperl -Dcc=cc -Doptimize=-O -pipe -Duseshrplib -Dccflags=-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.5/BSDPAN" -Ud_dosuid -Ui_gdbm -Dusethreads=n -Dusemymalloc=y -Duse64bitint' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=undef uselongdouble=undef usemymalloc=y, bincompat5005=undef Compiler: cc='cc', ccflags ='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.5/BSDPAN" -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -I/usr/local/include', optimize='-O -pipe ', cppflags='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.5/BSDPAN" -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='3.4.2 [FreeBSD] 20040728', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags ='-Wl,-E -L/usr/local/lib' libpth=/usr/lib /usr/local/lib libs=-lm -lcrypt -lutil -lc perllibs=-lm -lcrypt -lutil -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' -Wl,-R/usr/local/lib/perl5/5.8.5/mach/CORE' cccdlflags='-DPIC -fPIC', lddlflags='-shared -L/usr/local/lib' Any help ?? Thanks -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Tue Aug 16 15:46:43 2005 From: vivek at khera.org (Vivek Khera) Date: Tue, 16 Aug 2005 15:46:43 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.3 now available In-Reply-To: <20050810194036.GU1703@bestpractical.com> References: <20050810194036.GU1703@bestpractical.com> Message-ID: <8DB17FF4-9B24-4310-BB37-24A0C0C60881@khera.org> On Aug 10, 2005, at 3:40 PM, Jesse Vincent wrote: > I'm pleased to announce the release of RT 3.4.3. This new release > features a number of small updates and improvements, more extensive > tests, better docs and all-around shininess. > Upgrading from 3.4.1, testdeps now wants to have HTTP::Server::Simple::Mason. however, this fails tests during install phase on FreeBSD 4.11: Running make test PERL_DL_NONLAZY=1 /usr/local/bin/suidperl "-MExtUtils::Command::MM" "- e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..............ok t/01live...............NOK 4 # Failed test (t/01live.t at line 18) # '' # doesn't match '(?-xism:2$)' t/01live...............ok 5/5# Looks like you failed 1 test of 5. t/01live...............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/02pod................skipped all skipped: Test::Pod 1.14 required for testing POD t/03podcoverage........skipped all skipped: Test::Pod::Coverage 1.04 required for testing POD coverage t/04unhandlederrors....ok t/05handlederrors......ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/01live.t 1 256 5 1 20.00% 4 2 tests skipped. Failed 1/6 test scripts, 83.33% okay. 1/23 subtests failed, 95.65% okay. *** Error code 35 I'm just force-installing it... :-) Vivek Khera, Ph.D. +1-301-869-4449 x806 From tsuter at cait.org Tue Aug 16 16:47:29 2005 From: tsuter at cait.org (Tim Suter) Date: Tue, 16 Aug 2005 15:47:29 -0500 Subject: [rt-users] Displaying Stalled Tickets In-Reply-To: <1124216612.13549.18.camel@localhost.localdomain> References: <1a43dbe705081608015966da21@mail.gmail.com> <1a43dbe705081610213cb023cf@mail.gmail.com> <1124215262.13549.12.camel@localhost.localdomain> <1124216253.13549.15.camel@localhost.localdomain> <1124216612.13549.18.camel@localhost.localdomain> Message-ID: <1124225249.13549.23.camel@localhost.localdomain> Any one have a quick and dirty for displaying stalled tickets under Quick Search? Tim From jlee110 at yahoo.com Tue Aug 16 16:50:44 2005 From: jlee110 at yahoo.com (James Lee) Date: Tue, 16 Aug 2005 13:50:44 -0700 (PDT) Subject: [rt-users] create RT ticket thru command line Message-ID: <20050816205044.21733.qmail@web51708.mail.yahoo.com> hi, is it possible to create a rt without using the form in the web browser? i'd like to generate a ticket thru some form of command line process. thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From sdowdy at ucar.edu Tue Aug 16 17:06:37 2005 From: sdowdy at ucar.edu (Stephen Dowdy) Date: Tue, 16 Aug 2005 15:06:37 -0600 Subject: [rt-users] Displaying Stalled Tickets In-Reply-To: <1124225249.13549.23.camel@localhost.localdomain> References: <1a43dbe705081608015966da21@mail.gmail.com> <1a43dbe705081610213cb023cf@mail.gmail.com> <1124215262.13549.12.camel@localhost.localdomain> <1124216253.13549.15.camel@localhost.localdomain> <1124216612.13549.18.camel@localhost.localdomain> <1124225249.13549.23.camel@localhost.localdomain> Message-ID: <4302555D.7080401@ucar.edu> Tim Suter wrote: > Any one have a quick and dirty for displaying stalled tickets under > Quick Search? > > Tim Tim, Here's what i do in rt3.4.0 for the local "QuickSearch" Element. It also includes a lame hack to force a RED background for a quick visual highlight on any queue list (new,open,stalled) for having > 5 NEW or STALLED tickets or > 50 open tickets. (these are hardcoded :-( ). saw:Elements# diff /opt/rt3/share/html/Elements/Quicksearch Quicksearch 45a46,52 > %#RAL BEGIN RAL TAGGED BLOCK }}} > %#RAL Modification: > %#RAL 11-Feb-2005 (sdowdy at ucar.edu) > %#RAL Add in threshhold evaluation to set a background-color style of > %#RAL RED on Queue New/Open/Stalled. (todo: use per-queue > %#RAL customfields for threshhold values?) > %#RAL END RAL TAGGED BLOCK }}} 52a60 > <&|/l&>Stall 62c70,71 < my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' OR Status = 'new')"; --- > my $stall_q = "Queue = '".$queue->Name."' AND Status = 'stalled'"; > my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' OR Status = 'new' OR Status = 'stalled')"; 69a79,81 > $Tickets->FromSQL($stall_q); > my $stall = $Tickets->Count(); > 76,77c88,90 < <%$new%> < <%$open%> --- > <% $new %> > <% $open %> > <% $stall %> --stephen -- Stephen Dowdy - Systems Administrator - NCAR/RAP 303.497.2869 - sdowdy at ucar.edu - http://www.rap.ucar.edu/~sdowdy/ From joby at u.washington.edu Tue Aug 16 17:10:54 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 16 Aug 2005 14:10:54 -0700 Subject: [rt-users] Displaying Stalled Tickets In-Reply-To: <4302555D.7080401@ucar.edu> References: <1a43dbe705081608015966da21@mail.gmail.com> <1a43dbe705081610213cb023cf@mail.gmail.com> <1124215262.13549.12.camel@localhost.localdomain> <1124216253.13549.15.camel@localhost.localdomain> <1124216612.13549.18.camel@localhost.localdomain> <1124225249.13549.23.camel@localhost.localdomain> <4302555D.7080401@ucar.edu> Message-ID: <4302565E.2040604@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 The 3.5.2 version has a stalled column. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Stephen Dowdy wrote: > Tim Suter wrote: > >> Any one have a quick and dirty for displaying stalled tickets under >> Quick Search? >> >> Tim > > > Tim, > > Here's what i do in rt3.4.0 for the local "QuickSearch" Element. > > It also includes a lame hack to force a RED background for a quick > visual highlight on any queue list (new,open,stalled) for having > 5 NEW > or STALLED tickets or > 50 open tickets. (these are hardcoded :-( ). > > > saw:Elements# diff /opt/rt3/share/html/Elements/Quicksearch Quicksearch > 45a46,52 >> %#RAL BEGIN RAL TAGGED BLOCK }}} >> %#RAL Modification: >> %#RAL 11-Feb-2005 (sdowdy at ucar.edu) >> %#RAL Add in threshhold evaluation to set a background-color > style of >> %#RAL RED on Queue New/Open/Stalled. (todo: use per-queue >> %#RAL customfields for threshhold values?) >> %#RAL END RAL TAGGED BLOCK }}} > 52a60 >> <&|/l&>Stall > 62c70,71 > < my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' > OR Status = 'new')"; > --- >> my $stall_q = "Queue = '".$queue->Name."' AND Status = > 'stalled'"; >> my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' > OR Status = 'new' OR Status = 'stalled')"; > 69a79,81 >> $Tickets->FromSQL($stall_q); >> my $stall = $Tickets->Count(); >> > 76,77c88,90 > < <%$new%> > > < <%$open%> > > --- >> <% $new > %> >> <% $open > %> >> <% $stall > %> > > --stephen -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDAlZdgA0gpghkf88RAp36AJ9loJ3sMaVwvKp64+8CfH+n5bP31gCfXmVk NSS00/FfjVlzKpWBwJ2AZ98= =evxJ -----END PGP SIGNATURE----- From bulb at ucw.cz Tue Aug 16 18:46:01 2005 From: bulb at ucw.cz (Jan Hudec) Date: Wed, 17 Aug 2005 00:46:01 +0200 Subject: [rt-users] create RT ticket thru command line In-Reply-To: <20050816205044.21733.qmail@web51708.mail.yahoo.com> References: <20050816205044.21733.qmail@web51708.mail.yahoo.com> Message-ID: <20050816224601.GA30082@vagabond> On Tue, Aug 16, 2005 at 13:50:44 -0700, James Lee wrote: > is it possible to create a rt without using the form > in the web browser? i'd like to generate a ticket > thru some form of command line process. thanks There is the 'rt' tool (it should install together with request-tracker), which should be of help. Type 'rt help' for brief explanation of it. ------------------------------------------------------------------------------- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From scottf at eacceleration.com Tue Aug 16 19:45:49 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Tue, 16 Aug 2005 16:45:49 -0700 Subject: [rt-users] RT 3.4 with weird HTML within Ticket headers In-Reply-To: <20050523200553.GC1607@bestpractical.com> References: <30322e8d0505231257127f434f@mail.gmail.com> <20050523200553.GC1607@bestpractical.com> Message-ID: <1124235949.9547.32.camel@scottf.site> I've been experiencing this,too. Haven't seen any replies or anything to indicate anyone else had seen it. (At least it doesn't show up on outgoing emails !) I'm trying to follow Jesse's advice and upgrade my RTIR. While trying to upgrade to RTIR 1.1-TESTING from rtir 1.0.5 , I'm getting this: # perl Makefile.PL Using RT configurations from /opt/rt3/lib/RT.pm: ./etc => /opt/rt3/local/etc/IR ./html => /opt/rt3/share/html ./lib => /opt/rt3/local/lib For first-time installation, type 'make initdb'. The 'description' method does not exist in the 'inc' path! Please remove the 'inc' directory and run Makefile.PL again to load it. If I remove the 'inc' directory, and run Makefile.PL again, I get this: # perl Makefile.PL Can't locate inc/Module/Install.pm in @INC (@INC contains: /usr/lib/perl5/5.8.5/i586-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl .) at Makefile.PL line 1. BEGIN failed--compilation aborted at Makefile.PL line 1. Does Install.pm need to be put somewhere else? sf RT 3.4.3 RTFM 2.1-TESTING RTIR 1.0.5 SuSE 9.2 Apache2 MySQL 4.0.21 On Display of a Ticket, HTML within the ticket headers. e.g. Subject: Develop Updates systemMIME-Version: 1.0X-Mailer: MIME-tools 5.411 (Entity 5.404) On Mon, 2005-05-23 at 16:05 -0400, Jesse Vincent wrote: > > > On Mon, May 23, 2005 at 03:57:21PM -0400, Ben Blakely wrote: > > Hello All, > > > > I have recently upgraded to RT 3.4 with RTIR, from 3.2.1. Ive noticed > > now that all tickets had weird HTML type syntax within the ticket > > headers... Is this normal - I wasnt experiencing this with the RT > > instance I had before. Here is what im seeing, any insight would be > > Are you running RTIR 1.1.x? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com -- You may dispense with the pleasantries, Commander. I'm here to put you back on schedule. Darth Vader, Return of the Jedi -- From glasser at bestpractical.com Tue Aug 16 23:20:01 2005 From: glasser at bestpractical.com (David Glasser) Date: Tue, 16 Aug 2005 23:20:01 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.3 now available In-Reply-To: <8DB17FF4-9B24-4310-BB37-24A0C0C60881@khera.org> References: <20050810194036.GU1703@bestpractical.com> <8DB17FF4-9B24-4310-BB37-24A0C0C60881@khera.org> Message-ID: On Aug 16, 2005, at 3:46 PM, Vivek Khera wrote: > Upgrading from 3.4.1, testdeps now wants to have > HTTP::Server::Simple::Mason. however, this fails tests during > install phase on FreeBSD 4.11: > > Running make test > PERL_DL_NONLAZY=1 /usr/local/bin/suidperl "-MExtUtils::Command::MM" > "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t > t/00smoke..............ok > t/01live...............NOK 4 > # Failed test (t/01live.t at line 18) > # '' > # doesn't match '(?-xism:2$)' > t/01live...............ok 5/5# Looks like you failed 1 test of 5. > t/01live...............dubious > Test returned status 1 (wstat 256, 0x100) > DIED. FAILED test 4 > Failed 1/5 tests, 80.00% okay > t/02pod................skipped > all skipped: Test::Pod 1.14 required for testing POD > t/03podcoverage........skipped > all skipped: Test::Pod::Coverage 1.04 required for testing > POD coverage > t/04unhandlederrors....ok > t/05handlederrors......ok > Failed Test Stat Wstat Total Fail Failed List of Failed > ---------------------------------------------------------------------- > --------- > t/01live.t 1 256 5 1 20.00% 4 > 2 tests skipped. > Failed 1/6 test scripts, 83.33% okay. 1/23 subtests failed, 95.65% > okay. > *** Error code 35 > Hi Vivek. Are you on a machine where "localhost" doesn't resolve to the machine itself? This is a known problem in some of the HTTP::Server::Simple (and related module) test suites. Until we fix it, try changing the bit in t/01.live where it says "localhost:13432" to "some.name.for.your.machine:13432" and see if it passes that. --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From Gary.Holmes at surfcontrol.com Wed Aug 17 03:56:39 2005 From: Gary.Holmes at surfcontrol.com (Gary Holmes) Date: Wed, 17 Aug 2005 08:56:39 +0100 Subject: [rt-users] upgrading 2.0.15 -> 3.4.3 Message-ID: <0C3EE0F6AFED7740AF7782796D342E871476F0@wedgwood.surfcontrol.com> Well something in the 3.0.X tree. The utility that dumps an rt2 database and imports it into 3.x won't work with the database of a more recent version of rt. So, you bring up 3.0.x (I looks like I used 3.0.12), create an empty db, import your data then install 3.4.x and run the upgrade scripts in etc/upgrade in your *source* directory to bring the db up to the current release. The only gotcha I had was that the versions of FreezeThaw on the old box and new box were incompatible, so I had to upgrade the old box first. If you're doing this on the same box, shouldn't be an issue. Gary > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Law Mitchell > Sent: 16 August 2005 18:22 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] upgrading 2.0.15 -> 3.4.3 > > When upgrading RT from version 2.0.15 to version 3.4.3, is it really > necessary to install 3.0.2 first? > > thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From something at gmail.com Wed Aug 17 05:13:01 2005 From: something at gmail.com (Sean) Date: Wed, 17 Aug 2005 17:13:01 +0800 Subject: [rt-users] RSS Feed Message-ID: <327e65eb0508170213b562bd7@mail.gmail.com> I read previous posts on how to show RT feeds in an RSS reader. 1. Tried about 5 RSS readers, none worked (including Live Bookmark in Firefox) 2. Tried several ways to insert HTTP Auth info in the URL - account:pass at www.rt.company.com/blah - account:pass%40www.rt.company.com/blah - www.rt.company.com/blah&username=account&password=pass None worked. Actually even pasting such URLs in the browser doesn't show anything but login screen, which means such auth methods don't work at all. (Above "URLs" are simplified and just show how I pass username/password to RT, real URLs are quite long) I tried pasting the URL in Firefox, MSIE, lynx and using wget (needs escape char before the brackets in the link, but still cannot download the RDF file), didn't work. 3. Tried downloading the RSS file from the browser GUI and saving it to a disk - the feed looks OK in text editor. Is it only me? Any ideas? From something at gmail.com Wed Aug 17 05:34:00 2005 From: something at gmail.com (Sean) Date: Wed, 17 Aug 2005 17:34:00 +0800 Subject: [rt-users] RSS Feed (&pass) Message-ID: <327e65eb050817023475e6acaf@mail.gmail.com> Regarding my posting of 5 min ago about RSS feed - I mistyped &pass as &password.. It works now. From chris at highlandclinic.com Wed Aug 17 09:32:57 2005 From: chris at highlandclinic.com (Chris Benard) Date: Wed, 17 Aug 2005 08:32:57 -0500 Subject: [rt-users] 3.4.2 -> 3.4.3 problems Message-ID: <43033C89.3060600@highlandclinic.com> I upgraded from 3.4.2 to 3.4.3 yesterday, and now on the homepage, several queues show that they have zero tickets in them in new and open, but if you click on the name of the queue, there are several tickets in there. It doesn't seem to affect my General queue, but it affects all of the other ones. I read the readme. I unpacked it, did ./configure --with-web-user=apache --with-web-group=apache I did make upgrade. I looked in the etc/upgrade, none were newer than what I had so I didn't upgrade any schema. Thanks, Chris Benard -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3244 bytes Desc: S/MIME Cryptographic Signature URL: From mitya at cavia.pp.ru Wed Aug 17 09:40:31 2005 From: mitya at cavia.pp.ru (Dmitry Sivachenko) Date: Wed, 17 Aug 2005 17:40:31 +0400 Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <43033C89.3060600@highlandclinic.com> References: <43033C89.3060600@highlandclinic.com> Message-ID: <20050817134031.GA33914@sinbin.demos.su> On Wed, Aug 17, 2005 at 08:32:57AM -0500, Chris Benard wrote: > I upgraded from 3.4.2 to 3.4.3 yesterday, and now on the homepage, > several queues show that they have zero tickets in them in new and open, > but if you click on the name of the queue, there are several tickets in > there. It doesn't seem to affect my General queue, but it affects all > of the other ones. > > I read the readme. I unpacked it, did ./configure > --with-web-user=apache --with-web-group=apache > > I did make upgrade. > > I looked in the etc/upgrade, none were newer than what I had so I didn't > upgrade any schema. > We experience exactly the same problem after upgrade 3.4.2 -> 3.4.3. From tmaciak at ci.grand-rapids.mi.us Wed Aug 17 09:58:37 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 17 Aug 2005 09:58:37 -0400 Subject: [rt-users] 10 oldest unowned tickets Message-ID: <"H0000c1a003fd455.1124287111.frozone.grand-rapids.mi.us*"@MHS> Is there a default setup to show the 10 oldest unowned tickets instead of the 10 newest ones? Or is this something that would have to be customized? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mkoroschetz at tekvoice.com Tue Aug 16 23:33:18 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz) Date: Tue, 16 Aug 2005 23:33:18 -0400 Subject: [rt-users] Mailgate: Error when procesing incoming mail ... References: UID3007-1104355416 Message-ID: <20050816T233318Z_B1B3000E0000@tekvoice.com> We are on RT 3.4.2 and are experiencing problems with Mailgate, which retrieves mails through fetchmail. Fetchmail command: poll mail.domain.com proto pop3: username mailuser at domain.com password 123456 mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --debug --url http://tickets.domain.com --queue support --action correspond" Error message: Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/5.8.4/MIME/Decoder.pm line 179. We are using the latest "MIME-tools" and "MIME::Base64" Any clues are appreciated, Thanks in advance, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Aug 17 10:24:23 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Aug 2005 10:24:23 -0400 Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <20050817134031.GA33914@sinbin.demos.su> References: <43033C89.3060600@highlandclinic.com> <20050817134031.GA33914@sinbin.demos.su> Message-ID: <20050817142423.GH31788@bestpractical.com> On Wed, Aug 17, 2005 at 05:40:31PM +0400, Dmitry Sivachenko wrote: > On Wed, Aug 17, 2005 at 08:32:57AM -0500, Chris Benard wrote: > > I upgraded from 3.4.2 to 3.4.3 yesterday, and now on the homepage, > > several queues show that they have zero tickets in them in new and open, > > but if you click on the name of the queue, there are several tickets in > > there. It doesn't seem to affect my General queue, but it affects all > > of the other ones. > > > > I read the readme. I unpacked it, did ./configure > > --with-web-user=apache --with-web-group=apache > > > > I did make upgrade. > > > > I looked in the etc/upgrade, none were newer than what I had so I didn't > > upgrade any schema. > > > > We experience exactly the same problem after upgrade 3.4.2 -> 3.4.3. Did you upgrade DBIx::SearchBuilder at the same time? Is there anything in your syslog, apache error log or RT log? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Wed Aug 17 10:24:59 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Aug 2005 10:24:59 -0400 Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <20050817142423.GH31788@bestpractical.com> References: <43033C89.3060600@highlandclinic.com> <20050817134031.GA33914@sinbin.demos.su> <20050817142423.GH31788@bestpractical.com> Message-ID: <20050817142459.GI31788@bestpractical.com> On Wed, Aug 17, 2005 at 10:24:23AM -0400, Jesse Vincent wrote: > > > > > On Wed, Aug 17, 2005 at 08:32:57AM -0500, Chris Benard wrote: > > > I upgraded from 3.4.2 to 3.4.3 yesterday, and now on the homepage, > > > several queues show that they have zero tickets in them in new and open, > > > but if you click on the name of the queue, there are several tickets in > > > there. It doesn't seem to affect my General queue, but it affects all > > > of the other ones. > > > > > > I read the readme. I unpacked it, did ./configure > > > --with-web-user=apache --with-web-group=apache > > > > > > I did make upgrade. > > > > > > I looked in the etc/upgrade, none were newer than what I had so I didn't > > > upgrade any schema. > > > > > > > We experience exactly the same problem after upgrade 3.4.2 -> 3.4.3. > > Did you upgrade DBIx::SearchBuilder at the same time? Is there anything > in your syslog, apache error log or RT log? And just a hunch, are these queues with non-ascii characters in the names? From chris at highlandclinic.com Wed Aug 17 10:52:20 2005 From: chris at highlandclinic.com (Chris Benard) Date: Wed, 17 Aug 2005 09:52:20 -0500 (CDT) Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <20050817142459.GI31788@bestpractical.com> References: <43033C89.3060600@highlandclinic.com><20050817134031.GA33914@sinbin.demos.su><20050817142423.GH31788@bestpractical.com> <20050817142459.GI31788@bestpractical.com> Message-ID: <1388.172.16.10.11.1124290340.squirrel@plato.highlandclinic.com> I did not upgrade DBIx::SearchBuilder, because make testdeps said I had everything that I needed. I don't get any errors in the logs. There are only CAPITAL and lowercase letters and spaces in the queue names, so they are all ASCII characters. Thanks, Chris Benard Jesse Vincent said: >> Did you upgrade DBIx::SearchBuilder at the same time? Is there anything >> in your syslog, apache error log or RT log? > > And just a hunch, are these queues with non-ascii characters in the > names? From tmaciak at ci.grand-rapids.mi.us Wed Aug 17 10:52:41 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 17 Aug 2005 10:52:41 -0400 Subject: [rt-users] 10 oldest unowned tickets Message-ID: <"H0000c1a00400299.1124290358.frozone.grand-rapids.mi.us*"@MHS> I found the answer... it can be changed in /opt/rt3/share/html/Elements/MyRequests and moved to /opt/rt3/local/html/Elements/MyRequests T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 ---------------------------------------------------------------------- From: Maciak, TJ Sent: Wednesday, August 17, 2005 9:59 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] 10 oldest unowned tickets Is there a default setup to show the 10 oldest unowned tickets instead of the 10 newest ones? Or is this something that would have to be customized? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Aug 17 11:23:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Aug 2005 11:23:38 -0400 Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <1388.172.16.10.11.1124290340.squirrel@plato.highlandclinic.com> References: <20050817142459.GI31788@bestpractical.com> <1388.172.16.10.11.1124290340.squirrel@plato.highlandclinic.com> Message-ID: <20050817152338.GJ31788@bestpractical.com> On Wed, Aug 17, 2005 at 09:52:20AM -0500, Chris Benard wrote: > I did not upgrade DBIx::SearchBuilder, because make testdeps said I had > everything that I needed. > > I don't get any errors in the logs. > > There are only CAPITAL and lowercase letters and spaces in the queue > names, so they are all ASCII characters. Got any queues without spaces? I'm just trying to scope the problem here. > Thanks, > Chris Benard > > Jesse Vincent said: > >> Did you upgrade DBIx::SearchBuilder at the same time? Is there anything > >> in your syslog, apache error log or RT log? > > > > And just a hunch, are these queues with non-ascii characters in the > > names? > -- From chris at highlandclinic.com Wed Aug 17 11:32:29 2005 From: chris at highlandclinic.com (Chris Benard) Date: Wed, 17 Aug 2005 10:32:29 -0500 (CDT) Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <20050817152338.GJ31788@bestpractical.com> References: <20050817142459.GI31788@bestpractical.com> <1388.172.16.10.11.1124290340.squirrel@plato.highlandclinic.com> <20050817152338.GJ31788@bestpractical.com> Message-ID: <1550.172.16.10.11.1124292749.squirrel@plato.highlandclinic.com> I do one have one with a / in it too. All the ones with spaces and the / one show 0 on the home screen. The single word ones(without spaces) work fine. Chris Jesse Vincent said: > Got any queues without spaces? I'm just trying to scope the problem here. From anthony.meo at bt.com Wed Aug 17 11:40:42 2005 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Wed, 17 Aug 2005 16:40:42 +0100 Subject: [rt-users] Ticket Escalations Message-ID: <29E8239D02CA5540ABE35F49D3D99A6304697D05@i2km96-ukbr.domain1.systemhost.net> Hi all, My question I believe revolves mainly around permissions. Please read the described scenario below and if anyone has any suggestions, PLEASE send them my way. I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A staff member does what he can with the ticket and decides it is past his area of expertise. He now needs to escalate the ticket to QB. The user has modify privileges on the ticket because he owns it. When changing the Queue, he is removed as the owner (untaken) because he does have create permissions on QB, but not own permissions. Once he untakes the ticket, permission denied is encountered because he is trying to change the queue but does not own the ticket and the ticket remains in the same queue. I am basing the permissions on the wiki description of suggested permissions http://wiki.bestpractical.com/index.cgi?PrivilegedUsers ....all of which work VERY well. The purpose of using these permissions is essentially to prevent a user from acting on a ticket before owning it. The only users who have modify permissions are the owners. Best, ->Anthony Anthony Meo Partner Integration Engineer BT Conferencing, Inc. 25 Braintree Hill Park, Suite 200 Braintree, MA 02184____________ (p) 617.801.6636 (c) 617.429.9356 (f ) 617.801.6604 anthony.meo at btci.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Aug 17 11:59:34 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 17 Aug 2005 11:59:34 -0400 Subject: [rt-users] Ticket Escalations In-Reply-To: <29E8239D02CA5540ABE35F49D3D99A6304697D05@i2km96-ukbr.domai n1.systemhost.net> References: <29E8239D02CA5540ABE35F49D3D99A6304697D05@i2km96-ukbr.domain1.systemhost.net> Message-ID: <6.2.1.2.2.20050817115335.02f9f858@po14.mit.edu> At Wednesday 8/17/2005 11:40 AM, anthony.meo at bt.com wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C5A342.008F2D1D" > >Hi all, > >My question I believe revolves mainly around permissions. Please read the >described scenario below and if anyone has any suggestions, PLEASE send >them my way. > >I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A staff >member does what he can with the ticket and decides it is past his area of >expertise. He now needs to escalate the ticket to QB. The user has >modify privileges on the ticket because he owns it. When changing the >Queue, he is removed as the owner (untaken) because he does have create >permissions on QB, but not own permissions. > Once he untakes the ticket, permission denied is encountered because he > is trying to change the queue but does not own the ticket and the ticket > remains in the same queue. How is his ownership revoked? It's not clear if this is automatic (through a scrip) or if he does this manually before changing the queue. If it's the latter, try creating a scrip on QB which looks for tickets having their queue changed from QA and sets owner to nobody. Also, it's important to know that the ticket is not being created in QB here - it's being modified. So create permissions on QB don't apply. Let us know how it works out... Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From vivek at khera.org Wed Aug 17 12:11:53 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 17 Aug 2005 12:11:53 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.3 now available In-Reply-To: References: <20050810194036.GU1703@bestpractical.com> <8DB17FF4-9B24-4310-BB37-24A0C0C60881@khera.org> Message-ID: <1AA05D32-3E97-4AEE-B9A1-9F2C11FCB9C3@khera.org> On Aug 16, 2005, at 11:20 PM, David Glasser wrote: > Hi Vivek. Are you on a machine where "localhost" doesn't resolve > to the machine itself? This is a known problem in some of the > HTTP::Server::Simple (and related module) test suites. Until we > fix it, try changing the bit in t/01.live where it says "localhost: > 13432" to "some.name.for.your.machine:13432" and see if it passes > that. > That would be a beginner's mistake :-) [root at fp01]# host localhost localhost.4rsg.net has address 127.0.0.1 In any case, I set it to "fp01.4rsg.net" and "127.0.0.1" in the t/ 01live.t file and it still fails the same way. Vivek Khera, Ph.D. +1-301-869-4449 x806 From jesse at bestpractical.com Wed Aug 17 12:39:27 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Aug 2005 12:39:27 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.3 now available In-Reply-To: <1AA05D32-3E97-4AEE-B9A1-9F2C11FCB9C3@khera.org> References: <20050810194036.GU1703@bestpractical.com> <8DB17FF4-9B24-4310-BB37-24A0C0C60881@khera.org> <1AA05D32-3E97-4AEE-B9A1-9F2C11FCB9C3@khera.org> Message-ID: <20050817163927.GO31788@bestpractical.com> On Wed, Aug 17, 2005 at 12:11:53PM -0400, Vivek Khera wrote: > > On Aug 16, 2005, at 11:20 PM, David Glasser wrote: > > >Hi Vivek. Are you on a machine where "localhost" doesn't resolve > >to the machine itself? This is a known problem in some of the > >HTTP::Server::Simple (and related module) test suites. Until we > >fix it, try changing the bit in t/01.live where it says "localhost: > >13432" to "some.name.for.your.machine:13432" and see if it passes > >that. > > > > That would be a beginner's mistake :-) > > [root at fp01]# host localhost > localhost.4rsg.net has address 127.0.0.1 > > In any case, I set it to "fp01.4rsg.net" and "127.0.0.1" in the t/ > 01live.t file and it still fails the same way. Interestingly, _I'm_ failing this test too. I'm sort of betting on a mason change. > > Vivek Khera, Ph.D. > +1-301-869-4449 x806 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From anthony.meo at bt.com Wed Aug 17 12:48:14 2005 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Wed, 17 Aug 2005 17:48:14 +0100 Subject: [rt-users] Ticket Escalations Message-ID: <29E8239D02CA5540ABE35F49D3D99A6304697E7D@i2km96-ukbr.domain1.systemhost.net> Ownership is being revoked by RT Core libraries. Best, ->Anthony Anthony Meo Partner Integration Engineer BT Conferencing, Inc. 25 Braintree Hill Park, Suite 200 Braintree, MA 02184 (p) 617.801.6636 (c) 617.429.9356 (f ) 617.801.6604 anthony.meo at btci.com www.btconferencing.com -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, August 17, 2005 12:00 PM To: Meo,A,Anthony,MND62B R; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket Escalations At Wednesday 8/17/2005 11:40 AM, anthony.meo at bt.com wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C5A342.008F2D1D" > >Hi all, > >My question I believe revolves mainly around permissions. Please read the >described scenario below and if anyone has any suggestions, PLEASE send >them my way. > >I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A staff >member does what he can with the ticket and decides it is past his area of >expertise. He now needs to escalate the ticket to QB. The user has >modify privileges on the ticket because he owns it. When changing the >Queue, he is removed as the owner (untaken) because he does have create >permissions on QB, but not own permissions. > Once he untakes the ticket, permission denied is encountered because he > is trying to change the queue but does not own the ticket and the ticket > remains in the same queue. How is his ownership revoked? It's not clear if this is automatic (through a scrip) or if he does this manually before changing the queue. If it's the latter, try creating a scrip on QB which looks for tickets having their queue changed from QA and sets owner to nobody. Also, it's important to know that the ticket is not being created in QB here - it's being modified. So create permissions on QB don't apply. Let us know how it works out... Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From anthony.meo at bt.com Wed Aug 17 13:07:11 2005 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Wed, 17 Aug 2005 18:07:11 +0100 Subject: [rt-users] Ticket Escalations Message-ID: <29E8239D02CA5540ABE35F49D3D99A6304697EB8@i2km96-ukbr.domain1.systemhost.net> Ownership is being revoked by RT Core libraries ... which we want it to do, but then the ticket cannot be moved be cause the user performing the action is not in the owner group and therefore does not have modify privileges, only own, reply, comment, showticket, seequeue, steal, take Best, ->Anthony Anthony Meo Partner Integration Engineer BT Conferencing, Inc. 25 Braintree Hill Park, Suite 200 Braintree, MA 02184 (p) 617.801.6636 (c) 617.429.9356 (f ) 617.801.6604 anthony.meo at btci.com www.btconferencing.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of anthony.meo at bt.com Sent: Wednesday, August 17, 2005 12:48 PM To: sturner at MIT.EDU; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Ticket Escalations Ownership is being revoked by RT Core libraries. Best, ->Anthony Anthony Meo Partner Integration Engineer BT Conferencing, Inc. 25 Braintree Hill Park, Suite 200 Braintree, MA 02184 (p) 617.801.6636 (c) 617.429.9356 (f ) 617.801.6604 anthony.meo at btci.com www.btconferencing.com -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, August 17, 2005 12:00 PM To: Meo,A,Anthony,MND62B R; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket Escalations At Wednesday 8/17/2005 11:40 AM, anthony.meo at bt.com wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C5A342.008F2D1D" > >Hi all, > >My question I believe revolves mainly around permissions. Please read the >described scenario below and if anyone has any suggestions, PLEASE send >them my way. > >I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A staff >member does what he can with the ticket and decides it is past his area of >expertise. He now needs to escalate the ticket to QB. The user has >modify privileges on the ticket because he owns it. When changing the >Queue, he is removed as the owner (untaken) because he does have create >permissions on QB, but not own permissions. > Once he untakes the ticket, permission denied is encountered because he > is trying to change the queue but does not own the ticket and the ticket > remains in the same queue. How is his ownership revoked? It's not clear if this is automatic (through a scrip) or if he does this manually before changing the queue. If it's the latter, try creating a scrip on QB which looks for tickets having their queue changed from QA and sets owner to nobody. Also, it's important to know that the ticket is not being created in QB here - it's being modified. So create permissions on QB don't apply. Let us know how it works out... Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Wed Aug 17 13:36:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Aug 2005 13:36:25 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.3 now available In-Reply-To: <20050817163927.GO31788@bestpractical.com> References: <20050810194036.GU1703@bestpractical.com> <8DB17FF4-9B24-4310-BB37-24A0C0C60881@khera.org> <1AA05D32-3E97-4AEE-B9A1-9F2C11FCB9C3@khera.org> <20050817163927.GO31788@bestpractical.com> Message-ID: <20050817173625.GP31788@bestpractical.com> On Wed, Aug 17, 2005 at 12:39:27PM -0400, Jesse Vincent wrote: > > Interestingly, _I'm_ failing this test too. I'm sort of betting on a > mason change. Mason removed a bit of API we were using. We've worked around it and HTTP::Server::Simple::Mason 0.07 is now headed to a CPAN mirror near you. From kfh at mqsoftware.com Wed Aug 17 13:52:33 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 17 Aug 2005 12:52:33 -0500 Subject: [rt-users] Changes to allow selecting a requestor from drop down list Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> I just put on the wiki a set of changes to allow call center folks to chose a requestor from a drop down list when creating a ticket, as opposed to typing in the email address. It's at the URL below in case someone else can use it. http://wiki.bestpractical.com/index.cgi?SelectRequestor -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From scottchamings at gmail.com Wed Aug 17 14:55:12 2005 From: scottchamings at gmail.com (scottchamings at gmail.com) Date: Thu, 18 Aug 2005 04:25:12 +0930 Subject: [rt-users] Extract Custom Fields Message-ID: <4fa9d83205081711552d7cbc0@mail.gmail.com> Hi, I configured the Extract Custome Field quite a while ago and all seemed to be fine. We then suffered a hardware failure and partially lost the RT Database which included some of the custom field scanner. I reinstalled the Extract Custom Fields package but the scanner still des not work. I noticed there was 2 entries for the extract custom fields scrips, so I deletd both, deleted the templates etc out of RT and reinstalled again but it still doesnt actually seem to be scanning and setting the custom fields. Any ideas on how to debug this one? We are using a web form to email script to create the jobs which was working perfectly before the hardware failure! Thanks Scott From scottchamings at gmail.com Wed Aug 17 15:52:06 2005 From: scottchamings at gmail.com (scottchamings at gmail.com) Date: Thu, 18 Aug 2005 05:22:06 +0930 Subject: [rt-users] Fwd: Extract Custom Fields In-Reply-To: <4fa9d83205081711552d7cbc0@mail.gmail.com> References: <4fa9d83205081711552d7cbc0@mail.gmail.com> Message-ID: <4fa9d832050817125211d79e18@mail.gmail.com> Hi, It seems the Extract Custom Fields doesnt get amention in the syslog, only the notify owner and semdmail actions I can see there. I checked the ExtractCustomFieldValues.pm file and noticed it didnt have execute permissions so I have changed that for others, owner and group to execute and also changed the owner to match the othe action perl modile (root/bin) But unfortunately still no luck and no entries for action in syslog when tickets created.... Thanks Scott ---------- Forwarded message ---------- From: scottchamings at gmail.com Date: Aug 18, 2005 4:25 AM Subject: Extract Custom Fields To: rt-users at lists.bestpractical.com Hi, I configured the Extract Custome Field quite a while ago and all seemed to be fine. We then suffered a hardware failure and partially lost the RT Database which included some of the custom field scanner. I reinstalled the Extract Custom Fields package but the scanner still des not work. I noticed there was 2 entries for the extract custom fields scrips, so I deletd both, deleted the templates etc out of RT and reinstalled again but it still doesnt actually seem to be scanning and setting the custom fields. Any ideas on how to debug this one? We are using a web form to email script to create the jobs which was working perfectly before the hardware failure! Thanks Scott From asparks at doublesparks.net Wed Aug 17 20:10:58 2005 From: asparks at doublesparks.net (Alan Sparks) Date: Wed, 17 Aug 2005 18:10:58 -0600 Subject: [rt-users] timeouts on rt-mailgate Message-ID: <4303D212.1030500@doublesparks.net> Sorry if this is a little bit off-topic, but does anyone know how to increase the timeout on sendmail forward processing? I have something that mails tickets, with large attachments, into rt-mailgate and, although the tickets are getting created, the sendmail run exits with EX_TEMPFAIL. I'm pretty sure it's because the ticket creation isn't getting done before sendmail times out the delivery. Thanks in advance. -Alan -- Alan Sparks, UNIX/Linux Systems Integration and Administration From jesse at bestpractical.com Thu Aug 18 01:57:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Aug 2005 01:57:32 -0400 Subject: [rt-users] 3.4.4 soon? Message-ID: <20050818055732.GR31788@bestpractical.com> Between the French localization issue, the quicksearch encoding issue, the mason 1.30 breaking their API and hence standalone_httpd issue and a couple other smaller issues, I expect that we'll roll RT 3.4.4 sometime in the next week. Now that Mason 1.30 is out, there's even a _slight_ chance that it could include a first cut of actual, honest-to-goodness, mod_perl2 support. But that's purely speculation on my part. Jesse -- From e.muehlfeld at isv-gmbh.de Thu Aug 18 04:52:49 2005 From: e.muehlfeld at isv-gmbh.de (=?ISO-8859-1?Q?Eberhard_M=FChlfeld?=) Date: Thu, 18 Aug 2005 10:52:49 +0200 Subject: [rt-users] Custom condition on requestors change of a new ticket Message-ID: <43044C61.9070701@isv-gmbh.de> Hello! I am not very familiar with perl and now I have a problem to let RT react on a requestors change of a new ticket. I am not able to define the condition in a scrip to let RT send a mail to the new requestor of a ticket with the status 'new' Thanks for all your help in advance. Eberhard -- Eberhard M?hlfeld ISV m.b.H. Am Treptower Park 75 12435 Berlin Tel.: +49 30 53433414 E-Mail: support at isv-gmbh.de From tomas.xa.doyle at ericsson.com Thu Aug 18 05:47:24 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Thu, 18 Aug 2005 11:47:24 +0200 Subject: [rt-users] Mail Gateway Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D83779@eiedbnt502> Hi, Can anybody inform me as to how i configure RT to send mail to our current mail server as we are using the email addresses we already have eg tomas.xa.doyle at ericsson.com regards From rnaidu at lexmark.com Thu Aug 18 05:21:50 2005 From: rnaidu at lexmark.com (rnaidu at lexmark.com) Date: Thu, 18 Aug 2005 14:51:50 +0530 Subject: [rt-users] how to export the RT code Message-ID: Hello all iam new to RT and i have installed RT 3.0.1 in my local system. i have done this on my windows 2000 system and the installation was done automatically. i have configured various queues and also customised new fields in RT. Now iam asked to send this RT code and the database scripts to some else. i can export the script files but i could not trace what RT code really would be. can anyone suggest me where the changes takes place in the back end when we make any changes in the RT. Thanks and regards Ramesh -------------- next part -------------- An HTML attachment was scrubbed... URL: From mitya at cavia.pp.ru Thu Aug 18 05:55:12 2005 From: mitya at cavia.pp.ru (Dmitry Sivachenko) Date: Thu, 18 Aug 2005 13:55:12 +0400 Subject: [rt-users] 3.4.2 -> 3.4.3 problems In-Reply-To: <1550.172.16.10.11.1124292749.squirrel@plato.highlandclinic.com> References: <20050817142459.GI31788@bestpractical.com> <1388.172.16.10.11.1124290340.squirrel@plato.highlandclinic.com> <20050817152338.GJ31788@bestpractical.com> <1550.172.16.10.11.1124292749.squirrel@plato.highlandclinic.com> Message-ID: <20050818095512.GA2118@sinbin.demos.su> On Wed, Aug 17, 2005 at 10:32:29AM -0500, Chris Benard wrote: > I do one have one with a / in it too. All the ones with spaces and the / > one show 0 on the home screen. The single word ones(without spaces) work > fine. > Our queue which (incorrectly) shows zero tickets has '@' in it's name. From torsten.brumm at kuehne-nagel.com Thu Aug 18 08:35:07 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Thu, 18 Aug 2005 14:35:07 +0200 Subject: [rt-users] RT 3.5.2 -> Installed -> WOW Message-ID: Hi Bestpractical, just installed RT 3.5.2 devel and i'm absolutly embrased, this is great, this is a big step into future! Lets bring this asap to a stable version! Thanks to all for this great tool! Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer Kuehne + Nagel HAM-MI-C Ferdinand Strasse 29-33 20095 Hamburg / Germany Tel: +49 40 329 15 199 Mail: torsten.brumm at kuehne-nagel.com ICQ: 78258840 From BTaylor at modulusvideo.com Thu Aug 18 10:43:19 2005 From: BTaylor at modulusvideo.com (Bryant Taylor) Date: Thu, 18 Aug 2005 07:43:19 -0700 Subject: [rt-users] Listing.html - missing? Message-ID: <3AAB61FCAC5E9D418FA7C897ABF2C815529950@exchange.MODULUSVIDEO.local> Ok so here is a strange one for all of you. I rebooted my rt server last night and when I come in this morning I logged into the system and clicked on the Tickets link ( RT 3.x) and found that the Listing.html find couldn't be found with a nice apache error message telling me it is missing. So I shelled in, went to my RT3 install dir did a find . -name Listing.html -ls and it came back with nothing. I then went to my build src for RT3, and did the same find command and didn't find the file in the extracted tgz file. Would someone mind pasting in the contents of the Listing.html file so I could re-create it and put it back in $RT/share/html/Search? Unless there is something I can do from the source to get this, I figure this is the simplest way. Thank you. Bryant -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kevin.OBrien at sonyconnect.com Thu Aug 18 11:05:07 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Thu, 18 Aug 2005 08:05:07 -0700 Subject: [rt-users] Listing.html - missing? Message-ID: Which version of 3.x are you using? Listing.html would be in 3.0.x, but was removed in 3.2.x and after. It was replaced with Results.html. -=Kevin=- _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryant Taylor Sent: Thursday, August 18, 2005 7:43 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Listing.html - missing? Ok so here is a strange one for all of you. I rebooted my rt server last night and when I come in this morning I logged into the system and clicked on the Tickets link ( RT 3.x) and found that the Listing.html find couldn't be found with a nice apache error message telling me it is missing. So I shelled in, went to my RT3 install dir did a find . -name Listing.html -ls and it came back with nothing. I then went to my build src for RT3, and did the same find command and didn't find the file in the extracted tgz file. Would someone mind pasting in the contents of the Listing.html file so I could re-create it and put it back in $RT/share/html/Search? Unless there is something I can do from the source to get this, I figure this is the simplest way. Thank you. Bryant -------------- next part -------------- An HTML attachment was scrubbed... URL: From tsuter at cait.org Thu Aug 18 10:49:34 2005 From: tsuter at cait.org (Tim Suter) Date: Thu, 18 Aug 2005 09:49:34 -0500 Subject: [rt-users] Upgrade craziness Message-ID: <43049FFE.9020208@cait.org> Went from 2.0.15 to 3.2.3. It's up and running. However there a few 'glitches' to say the least. I had a ticket number 23456 submitted last night....then i had the same exact ticket come through early this a.m. as ticket 23556. No one submitted that one. Where did it come from? Another problem I am still having is the displaying stalled tickets. Can someone PLEASE give me hand with this? And why would it be taken out of 3.2.3? Stephen Dowdy gave me some code to insert in the Elements/Quicksearch file, however, I am NOT a code master and don't know where I could put it. Can someone tell me where PLEASE? This is the code: saw:Elements# diff /opt/rt3/share/html/Elements/Quicksearch Quicksearch 45a46,52 > %#RAL BEGIN RAL TAGGED BLOCK }}} > %#RAL Modification: > %#RAL 11-Feb-2005 (sdowdy at ucar.edu) > %#RAL Add in threshhold evaluation to set a background-color style of > %#RAL RED on Queue New/Open/Stalled. (todo: use per-queue > %#RAL customfields for threshhold values?) > %#RAL END RAL TAGGED BLOCK }}} 52a60 > <&|/l&>Stall 62c70,71 < my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' OR Status = 'new')"; --- > my $stall_q = "Queue = '".$queue->Name."' AND Status = 'stalled'"; > my $all_q = "Queue = '".$queue->Name."' AND (Status = 'open' OR Status = 'new' OR Status = 'stalled')"; 69a79,81 > $Tickets->FromSQL($stall_q); > my $stall = $Tickets->Count(); > 76,77c88,90 < <%$new%> < <%$open%> --- > <% $new %> > <% $open %> > <% $stall %> From tloeber at ll.mit.edu Thu Aug 18 11:28:04 2005 From: tloeber at ll.mit.edu (Tom Loeber) Date: Thu, 18 Aug 2005 11:28:04 -0400 Subject: [rt-users] Installation error: Can't locate object method "comp_root_array" Message-ID: <4304A904.4090604@ll.mit.edu> Would anyone know why we are getting the following error message: Can't locate object method "comp_root_array" via package "HTML::Mason::Resolver::File" at /opt/rt3/share/html/Elements/Callback line 52. context: 48: 49: <%init> 50: # checks for inode change time for each callback directory 51: my $new_check = join( 52: $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] } $m->interp->resolver->comp_root_array 53: ) or return; 54: 55: $Page = $m->callers(1)->path unless ($Page); 56: ... code stack: /opt/rt3/share/html/Elements/Callback:52 /opt/rt3/share/html/autohandler:186 Running the following software versions: rhel 3 rt ver 3.2.3 perl 5.8.3 DBIx::SearchBuilder 1.31 httpd -v states Apache/2.0.46 which I find odd since I thought I removed 2.x and installed 1.3.33. Apache/1.3.33 (Unix) with mod_perl/1.29 mysql Ver 11.18 Distrib 3.23.58 Thanks for any assistance! From jesse at bestpractical.com Thu Aug 18 11:41:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Aug 2005 11:41:37 -0400 Subject: [rt-users] Installation error: Can't locate object method "comp_root_array" In-Reply-To: <4304A904.4090604@ll.mit.edu> References: <4304A904.4090604@ll.mit.edu> Message-ID: <20050818154137.GS31788@bestpractical.com> On Thu, Aug 18, 2005 at 11:28:04AM -0400, Tom Loeber wrote: > Would anyone know why we are getting the following error message: > > Can't locate object method "comp_root_array" via package > "HTML::Mason::Resolver::File" at /opt/rt3/share/html/Elements/Callback > line 52. Mason 1.30 changed their API on us. Back down to 1.29 and you should be good to go. We're working on a fix. It should be in RT 3.4.4. > context: > 48: > 49: <%init> > 50: # checks for inode change time for each callback directory > 51: my $new_check = join( > 52: $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] } > $m->interp->resolver->comp_root_array > 53: ) or return; > 54: > 55: $Page = $m->callers(1)->path unless ($Page); > 56: > ... > code stack: /opt/rt3/share/html/Elements/Callback:52 > /opt/rt3/share/html/autohandler:186 > > Running the following software versions: > rhel 3 > rt ver 3.2.3 > perl 5.8.3 > DBIx::SearchBuilder 1.31 > httpd -v states Apache/2.0.46 which I find odd since I thought I removed > 2.x and installed 1.3.33. > Apache/1.3.33 (Unix) with mod_perl/1.29 > mysql Ver 11.18 Distrib 3.23.58 > > Thanks for any assistance! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From trs at bestpractical.com Thu Aug 18 11:43:24 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 18 Aug 2005 11:43:24 -0400 Subject: [rt-users] Installation error: Can't locate object method "comp_root_array" In-Reply-To: <4304A904.4090604@ll.mit.edu> References: <4304A904.4090604@ll.mit.edu> Message-ID: <4304AC9C.5070101@bestpractical.com> Tom Loeber wrote: > Would anyone know why we are getting the following error message: > > Can't locate object method "comp_root_array" via package > "HTML::Mason::Resolver::File" at /opt/rt3/share/html/Elements/Callback > line 52. This problem is caused by API changes between Mason 1.28 and 1.30. It broke a few other things in RT as well. If you can, I'd suggest downgrading to 1.28. The other option -- a real quick fix -- is to change $m->interp->resolver->comp_root_array to $m->interp->comp_root_array in /opt/rt3/share/html/Elements/Callback. Cheers, Tom From kfh at mqsoftware.com Thu Aug 18 11:53:57 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 18 Aug 2005 10:53:57 -0500 Subject: [rt-users] Some info about the statistics package Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA40A@mailservermn.mqsoftware.com> I've noticed a few people with graphing problems in the stats package posting recently. I pretty much haven't touched anything in over a year, but have just picked it up again. I'm getting ready for a 0.1.6 release which would just be some minor cleanup (specifically it wouldn't need to override any files that exist in the stock RT release, so it's more upgrade friendly). In the course of getting ready for this, I've tested the as yet not available 0.1.6 build (sorry) with the following list of components. 0.1.5 should work with the same list, but I haven't had a chance to test it. Fedora Core 4, GD-2.28, GD::Graph-1.43, and libgd 2.0.33. If you're having problems, and suspect GD::Graph, below is the link to GD::Graph in CPAN, if you look in the README file (link also below) it tells you how to test it by using the samples that are included with the GD::Graph package. If those samples don't work, then the graphs in Statistics aren't going to work either. http://search.cpan.org/~mverb/GDGraph-1.43/ http://search.cpan.org/src/MVERB/GDGraph-1.43/README Hopefully this helps those of you having trouble with the graphics in the Statistics package. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Thu Aug 18 12:07:44 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Thu, 18 Aug 2005 12:07:44 -0400 Subject: [rt-users] Some info about the statistics package In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA40A@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA40A@mailservermn.mqsoftware.com> Message-ID: <4304B250.4030200@transcore.com> An HTML attachment was scrubbed... URL: From su at inubit.com Thu Aug 18 12:44:07 2005 From: su at inubit.com (Stephan Uhlmann) Date: Thu, 18 Aug 2005 18:44:07 +0200 Subject: [rt-users] zero tickets in queues with spaces/special characters in its name. Message-ID: <200508181844.09626.su@inubit.com> Hi, I have the same problem with zero tickets shown on the startpage in queues with a space in its name. As Chris described here: http://lists.bestpractical.com/pipermail/rt-users/2005-August/033272.html It's also affected when the name contains an ampersand (&), a plus (+) or a slash (/). Maybe more, I didn't test many others. But judging from http://lists.bestpractical.com/pipermail/rt-users/2005-August/033293.html I guess this problem is identified may be fixed next week already. I just wanted to say, that I'm all for that release next week ;) Cheers, Stephan -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From john at hudson-mail.org Thu Aug 18 14:20:36 2005 From: john at hudson-mail.org (John E. Hudson) Date: Thu, 18 Aug 2005 19:20:36 +0100 Subject: [rt-users] How to let an unpriviledged user see all tickets in a queue Message-ID: <6EE090089583304AAE6C50E0BC65FC490207B7@windows2000.gonad.org.uk> We have started using v3.4.2 for our IT Support business. For every customer we create a new queue. We have configured RT so that an email to helpdesk@ goes into the general queue. The support administrator then transfers the support request to the queue that corresponds to the customer and assigns an owner. There may be many different requestors who are all unpriviledged users with tickets in the same queue. We would like to create a generic unpriviledged user with rights to see all tickets in a particular queue. Unless the unpriviledged user also the requestor we cannot seem to assign these rights. We have tried setting up the generic user as a watcher and assigning group rights to cc but this does work. Does anybody have any suggestions for assigning the correct rights within our framework or a completely different way of achieving the same result? Many thanks John Hudson -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3030 bytes Desc: not available URL: From vivek at khera.org Thu Aug 18 14:42:32 2005 From: vivek at khera.org (Vivek Khera) Date: Thu, 18 Aug 2005 14:42:32 -0400 Subject: [Rt-devel] Re: [rt-users] RT 3.2.2 -> 3.4.3 problem. In-Reply-To: <4304D1FC.8020004@PROGTECH.net> References: <43021B9E.3060202@eaprender.com.br> <430233B5.1080802@eaprender.com.br> <4304D1FC.8020004@PROGTECH.net> Message-ID: <7D8358AF-F54F-48F7-B9CD-15824FB35C96@khera.org> On Aug 18, 2005, at 2:22 PM, Rolf Grossmann wrote: > far. Also, let me repeat this passage from RT's README: > > mod_perl 2.0 isn't quite ready for prime_time just yet; > We _strongly_ recommend that you use Apache 1.3 or FastCGI. This was written long before mod_perl 2.0 was released. It is definitely ready for prime time, though suitability for running Mason (and thus RT) has not yet been resolved 100%. We're migrating our apps to mod_perl 2.0, and thus will be moving RT into fastcgi. Vivek Khera, Ph.D. +1-301-869-4449 x806 From bezruk at gmail.com Thu Aug 18 15:12:03 2005 From: bezruk at gmail.com (BZ) Date: Thu, 18 Aug 2005 22:12:03 +0300 Subject: [rt-users] 10 highest priority tickets I requested? Message-ID: <2070cf42050818121261667374@mail.gmail.com> Greetings, Just install lastest RT version, all seems ok but i cant find option " 10 highest priority tickets I requested " Only " 10 highest priority tickets I own " and " 10 newest unowned tickets " available. But as i remember from older versions this option is default. What i need to do to get this option in main page? I have RT 3.4.3 installed. Thank you. From tmaciak at ci.grand-rapids.mi.us Thu Aug 18 15:16:49 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Thu, 18 Aug 2005 15:16:49 -0400 Subject: [rt-users] RSS Feeds Message-ID: <"H0000c1a00431995.1124392608.frozone.grand-rapids.mi.us*"@MHS> >> On 5/5/05, Simon Kuhn wrote: >> line 79, column 30: XML parsing error: :79:30: not well-formed >> (invalid token) >> Simon Kuhn >> >> (I think that it doesn't like the @) >What version of XML::RSS do you have installed? Older versions didn't >encode entities by default. (RT should probably require at least >version 1.02, but doesn't seem to.) > >--dave I found this information from a message in the May archives(before I was on the user list) I have XML::RSS v1.05 and getting the same results. Seems like the XML has some weird characters in it from an email that was copied over into a Ticket in RT. Anybody else have any suggestions? LiveBookmarks from Firefox gets some of the data, but once it gets one of those characters then It gives the message about the XML not being well formed. Any help is appreciated. TJ From todd at chaka.net Thu Aug 18 14:53:38 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 18 Aug 2005 14:53:38 -0400 Subject: [rt-users] ANNOUNCE: Asset Tracker 1.2.1 Message-ID: <20050818185338.GM21451@chaka.net> Asset Tracker (AT) is an extension to Request Tracker (RT), from Best Practical ( http://www.bestpractical.com/ ). It is designed to keep track of assets such as: servers, switches, desktops, or anything else. If you understand RT, AT should feel very natural. AT uses RT's custom fields system and has a similar query interface. You can try AT by going to: http://rt.chaka.net/AssetTracker/index.html?user=guest&pass=guest The current version of AT is 1.2.1 and can be downloaded here (uploaded August 18th 2005) CHANGES for 1.2.1: * Added patch for RT 3.4.3 * Make sorting of users more friendly to finding by keyboard. * Alphabetically sort the displayable custom fields. * Sort saved searches by description. * Made search-by-any-customfield work. * Fixed IP searching. * If there is only one result for SimpleSearch the asset is automatically displayed. * Use the correct perl. * Fixed problem with image/file uploads. The Subversion repository is currently at svn://svn.chaka.net/ -Todd From dave_knight at isc.org Thu Aug 18 15:31:39 2005 From: dave_knight at isc.org (Dave Knight) Date: Thu, 18 Aug 2005 12:31:39 -0700 Subject: [rt-users] Can't modify or create tickets after upgrading from 2 to 3 on a new machine. Message-ID: <4304E21B.8070601@isc.org> Hi, I have had quite some difficulty performing this upgrade, I thought all was well when I was finally able to log into RT3 and see a familiar set of queues and tickets, but I am unable to modify existing tickets or create new ones and I have reached the limit of my clue. The following is the details of what I started with, what I am migrating too, how I did it and how it doesn't work: I started with the following configuration: FreeBSD 4.6.2-RELEASE-p26 i386 Apache/1.3.33 PostgreSQL 7.2.1 Perl 5.6.1 RT 2.0.15 Used rt-2.0-to-dumpfile to create a dump of this install. Set up RT3 on a new system, with the following configuration: FreeBSD 5.4-RELEASE-p4 amd64 Apache/2.0.54 PostgreSQL 7.4.8 Perl 5.8.6 RT 3.0.12 Built RT: ---------- # cd /usr/ports/www/rt3 ---------- Edited Makefile to set RT_PATH to a custom install prefix Built the port ---------- # make -DWITH_FASTCGI -DWITH_APACHE2 -DDB_TYPE=Pg -DDB_DBA_USER='moo' \ # -DDB_DBA_PASSWORD='baa' clean install ---------- Edited RT_SiteConfig.pm Setup the database ---------- # /usr/local/rt3/sbin/rt-setup-database \ # --action init --dba 'moo' --dba-password 'baa' ---------- The I tried to use rt-2.0-to-dumpfile to import my data from RT2 (around 15 queues and 10,000 tickets). That failed miserably due to encoding issues. After scanning the rt-users archives I followed the suggestion of Julian Dunn: ----------- I have bludgeoned the importer into working by adding the statement: # Hacked by Julian $RT::Handle->SimpleQuery("SET CLIENT_ENCODING TO 'LATIN1'"); into the dumpfile-to-rt3.0 script. Note that one can't translate SQL_ASCII directly into UNICODE per the docs (http://www.postgresql.org/docs/7.4/static/multibyte.html) so I chose LATIN1 (ISO-8859-1) instead, in the hopes that this will work. ---------- I still had a couple of tickets which would cause this to die, so at the point in the code where this was happening I changed the die() to a warn() and hoped for the best. Finally it would get all the way through populating the database with my tickets. Next I had some problems with the web interface, which was not related to RT specifically and I was able to solve, but I will mention here as possibly relevant as my workaround involved a hack to RT. The problem was that in the migration to the new machine the version of mod_auth_kerb (our RT is accessible only via https with krb5 auth) went from 4 to 5. There is a change in the behaviour of the module such that in 4 the HTTP env variable REMOTE_USER is set to , which in 5 it is set to @. As all of my users are in RT as this meant that I couldn't log in. To work around this I modified lib/RT/Interface/Web.pm as follows: ---------- sub WebCanonicalizeInfo { my $user; if ( defined $ENV{'REMOTE_USER'} ) { $user = lc ( $ENV{'REMOTE_USER'} ) if( length($ENV{'REMOTE_USER'}) ); ## 20050815/dknight - mod_auth_kerb_5 sets REMOTE_USER to include the realm, ## but our users were created in the days of mod_auth_kerb_4 which did not. $user =~ s/\@isc.org$// if ($user =~ /\... at isc.org$/); } ---------- Now I can log into RT and see the queues and tickets I expect to see. I cannot however modify existing tickets or create new ones. If I try to add a new ticket using the web interface I get the following error message upon clicking 'Create' ---------- RT Error Ticket could not be created due to an internal error ---------- And the following in my Apache error log (tail -f errorlog | awk -F'stderr: ' '{print $2}') --------- Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/local/rt3ops/lib/RT/Queue_Overlay.pm line 516., referer: https://ops2.isc.org/Ticket/Create.html?Queue=3 DBD::Pg::st execute failed: ERROR: duplicate key violates unique constraint "tickets_pkey", referer: https://ops2.isc.org/Ticket/Create.html?Queue=3 RT::Handle=HASH(0x51f6e8) couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494., referer: https://ops2.isc.org/Ticket/Create.html?Queue=3 [Thu Aug 18 19:28:21 2005] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: duplicate key violates unique constraint "tickets_pkey", referer: https://ops2.isc.org/Ticket/Create.html?Queue=3 (/usr/local/rt3ops/lib/RT/Ticket_Overlay.pm:590), referer: https://ops2.isc.org/Ticket/Create.html?Queue=3 [Thu Aug 18 19:28:21 2005] [error]: WebRT: Ticket could not be created due to an internal error () (/usr/local/rt3ops/share/html/Elements/Error:54), referer: https://ops2.isc.org/Ticket/Create.html?Queue=3- ---------- This is where my clue runs out :( Anyone have any idea as to why this is happening? dave -- Dave Knight Internet Systems Consortium From humberto at nexos.com.br Thu Aug 18 18:25:40 2005 From: humberto at nexos.com.br (Humberto Junior) Date: Thu, 18 Aug 2005 19:25:40 -0300 Subject: [rt-users] instalation problem In-Reply-To: <430095D1.8020200@blast.com> References: <42FCED76.2030408@nexos.com.br> <430095D1.8020200@blast.com> Message-ID: <43050AE4.2090908@nexos.com.br> Anne Ramey wrote: > > > Humberto Junior wrote: > >> Hi all >> >> I had some problems with the Postgres, i tried to install the RT32 in >> a FreeBSD 5.3 with apache-1.3.33, mod_perl-1.29_1 and postgresql-7.4.5 >> >> Everithing seems ok, but the make can't conect into DB. >> >> I type these five lines: >> >> #make clean install INITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb >> DB_DBA_USER=pgsql DB_DBA_PASSWORD=password >> >> (give all correct but un the last line i receive "don't know how to >> INITIAL_INSTALL") >> >> #cat /root/RT/RT_SiteConfig.pm > /usr/local/rt3/etc/RT_SiteConfig.pm >> #cat /root/RT/append.httpd.conf >> >> /usr/lo/usr/local/etc/apache/httpd.conf >> #apachectl stop && apachectl start >> >> # make post-install -DINITIAL_INSTALL DB_TYPE=Pg DB_DATABASE=nexosrtdb >> DB_DBA_USER=pgsql DB_DBA_PASSWORD=password >> DBI connect('dbname=template1;host=localhost','pgsql',...) failed: >> could not connect to server: Connection refused at >> /usr/local/rt3/sbin/rt-setup-database line 118 >> could not connect to server: Connection refused at >> /usr/local/rt3/sbin/rt-setup-database line 121. >> Database doesn't appear to exist. Aborting database drop. at >> /usr/local/rt3/sbin/rt-setup-database line 122. >> DBI connect('dbname=template1;host=localhost','pgsql',...) failed: >> could not connect to server: Connection refused at >> /usr/local/rt3/sbin/rt-setup-database line 80 >> Failed to connect to dbi:Pg:dbname=template1;host=localhost as pgsql: >> could not connect to server: Connection refused at >> /usr/local/rt3/sbin/rt-setup-database line 80. >> *** Error code 255 (ignored) >> ===================================================================== >> Does anyone knows what (or where I can found information) I need to >> set up im my DB to make this work? >> >> Thanks in advance. >> Humberto Junior. > > Can you connect to postgres from the command line? Have you edited > /usr/local/rt3/etc/RT_SiteConfig.pm to reflect your db name/user/passwd > choices? > > Anne > Thanks all We could solve the problem, it was a problem with the conection to postgres and a I did a litlle edit in the Makefile to force the conection with the correct user and passord. Humberto Junior - now configuring... From cameron.beattie at appsteam.co.nz Fri Aug 19 02:24:03 2005 From: cameron.beattie at appsteam.co.nz (Cameron Beattie) Date: Fri, 19 Aug 2005 18:24:03 +1200 Subject: [rt-users] prog mailer exited with EX_TEMPF Message-ID: <002f01c5a486$985d9550$0f00a8c0@HOUSTON> I want to have mail go to different queues based on email address. Following the advice on the wiki I did the following: set up an alias: rt-dev: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://my.company.com" ran newaliases I set up a symlink: cd /etc/smrsh; ln -s /bin/rt-mailgate rt-mailgate When I send a mail to rt-dev no ticket is created and I see the following when I run mailq Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) "|/etc/smrsh/rt-mailgate --" etc... Can anyone offer some advice on how to resolve this? Regards Cameron From mberning at gmail.com Fri Aug 19 09:32:13 2005 From: mberning at gmail.com (Mike B) Date: Fri, 19 Aug 2005 09:32:13 -0400 Subject: [rt-users] RT 3.4.2 - Error displaying ticket after create Message-ID: <6600132705081906327032976b@mail.gmail.com> I made the changes suggested in the RT wiki to add custom fields to the resolve ticket page using Callbacks. The resolve ticket page works fine but the create new ticket function dies with the following error: error: Can't call method "Id" on an undefined value at /opt/rt3/lib/RT/Interface/Web.pm line 1118. context: ... 1112: 1113: # Build up a list of objects that we want to work with 1114: my %custom_fields_to_mod; 1115: foreach my $arg ( keys %$ARGSRef ) { 1116: if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) { 1117: # For each of those objects, find out what custom fields we want to work with. 1118: $custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1; 1119: } 1120: } ... code stack: /opt/rt3/lib/RT/Interface/Web.pm:1116 /opt/rt3/lib/RT/Interface/Web.pm:1105 /opt/rt3/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3 /opt/rt3/share/html/Elements/Callback:70 /opt/rt3/share/html/Ticket/Display.html:149 /opt/rt3/share/html/Ticket/Create.html:289 /opt/rt3/share/html/autohandler:215 Here are the changes I made to RT as suggested in the wiki: Place the following text in the file rt/local/html/Callbacks/CustomFields/Ticket/Update.html/BeforeMessageBox: <%init> my $Ticket = LoadTicket($ARGS{'id'}); <& /Ticket/Elements/EditCustomFields, TicketObj => $Ticket &> Place the following text in the file rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay: <%init> my $ARGSRef = $ARGS{'ARGSRef'}; my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => $ARGSRef); Any assistance in fixing this problem is greatly appreciated. Thanks, Mike From chris at highlandclinic.com Fri Aug 19 10:05:08 2005 From: chris at highlandclinic.com (Chris Benard) Date: Fri, 19 Aug 2005 09:05:08 -0500 Subject: [rt-users] making change owner show nickname Message-ID: <4305E714.4060201@highlandclinic.com> Is there a way to make the "people" screen show the person's "nickname" or "real name" from their user config, instead of their username? That would help a lot for some of our supervisors, who would more easily be able to assign tickets at a glance if we could use the first name in the department. Thanks, Chris Benard -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3244 bytes Desc: S/MIME Cryptographic Signature URL: From jra at baylink.com Fri Aug 19 11:50:53 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 19 Aug 2005 11:50:53 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com>; from "Kelly F. Hickel" on Wed, Aug 17, 2005 at 12:52:33PM -0500 References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> Message-ID: <20050819115053.F12667@cgi.jachomes.com> On Wed, Aug 17, 2005 at 12:52:33PM -0500, Kelly F. Hickel wrote: > I just put on the wiki a set of changes to allow call center folks to > chose a requestor from a drop down list when creating a ticket, as > opposed to typing in the email address. It's at the URL below in case > someone else can use it. > > http://wiki.bestpractical.com/index.cgi?SelectRequestor Oh, yum. :-) We're a contract house; this is exactly what I needed. I want to pull it from a client list file, but I'm sure I can figure out a way to get there from your script. Thanks. Any chance that will go mainline, Jesse? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From tmaciak at ci.grand-rapids.mi.us Fri Aug 19 13:07:41 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Fri, 19 Aug 2005 13:07:41 -0400 Subject: [rt-users] Sendmail - outgoing mail Message-ID: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> Anybody know of a way to disable sendmail for all mail that is not within our specified "domains" ? i.e. - we process tickets to webmaster from yahoo, hotmail blah blah blah and it tries to autoreply To them with the ticket creation. Obviously we still want to send the mail internally for our own users. Any information on how I could od this would be very helpful! Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From sturner at MIT.EDU Fri Aug 19 13:50:54 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 19 Aug 2005 13:50:54 -0400 Subject: [rt-users] Sendmail - outgoing mail In-Reply-To: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@ MHS> References: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> Message-ID: <6.2.1.2.2.20050819134834.02f49ef0@po14.mit.edu> At Friday 8/19/2005 01:07 PM, tmaciak at ci.grand-rapids.mi.us wrote: >Anybody know of a way to disable sendmail for all mail that is not within >our specified "domains" ? >i.e. - we process tickets to webmaster from yahoo, hotmail blah blah blah >and it tries to autoreply >To them with the ticket creation. Obviously we still want to send the >mail internally for our own users. > >Any information on how I could od this would be very helpful! If I understand the problem correctly, a quick & dirty solution would be to replace the Autoreply scrip with new scrip having a custom condition. The condition would check the requestor email and would succeed only for the email addresses you wanted to reply to. Steve From tmaciak at ci.grand-rapids.mi.us Fri Aug 19 13:53:46 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Fri, 19 Aug 2005 13:53:46 -0400 Subject: [rt-users] Sendmail - outgoing mail Message-ID: <"H0000c1a00442f95.1124474025.frozone.grand-rapids.mi.us*"@MHS> Hi Stephen, I am testing that right now using this in Scrip #3: === START my $requestor_address = $self->TicketObj->RequestorAddresses; my @user = split('@', $requestor_address); if ($user[1] eq 'ci.grand-rapids.mi.us') { $RT::Logger->debug( "COGR - user is local to ci.grand-rapids.mi.us domain - autoreply is ok!"); return 1; } else { $RT::Logger->debug( "COGR - user belongs to the $user[1] domain - ABORT autoreply!!!!"); return undef; } === END However, it states: (Use these fields when you choose 'User Defined' for a condition or action) And Scrip #3 is using "Autoreply to Requestors" and not "User Defined". If I change it to user Defined I think it will not autoreply to the requestor, right? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Friday, August 19, 2005 1:51 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sendmail - outgoing mail At Friday 8/19/2005 01:07 PM, tmaciak at ci.grand-rapids.mi.us wrote: >Anybody know of a way to disable sendmail for all mail that is not >within our specified "domains" ? >i.e. - we process tickets to webmaster from yahoo, hotmail blah blah >blah and it tries to autoreply To them with the ticket creation. >Obviously we still want to send the mail internally for our own users. > >Any information on how I could od this would be very helpful! If I understand the problem correctly, a quick & dirty solution would be to replace the Autoreply scrip with new scrip having a custom condition. The condition would check the requestor email and would succeed only for the email addresses you wanted to reply to. Steve From sturner at MIT.EDU Fri Aug 19 14:00:05 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 19 Aug 2005 14:00:05 -0400 Subject: [rt-users] Sendmail - outgoing mail In-Reply-To: <"H0000c1a00442f95.1124474025.frozone.grand-rapids.mi.us*"@ MHS> References: <"H0000c1a00442f95.1124474025.frozone.grand-rapids.mi.us*"@MHS> Message-ID: <6.2.1.2.2.20050819135902.02f64630@po14.mit.edu> At Friday 8/19/2005 01:53 PM, tmaciak at ci.grand-rapids.mi.us wrote: >However, it states: (Use these fields when you choose 'User Defined' for a >condition or action) >And Scrip #3 is using "Autoreply to Requestors" and not "User >Defined". If I change it to user >Defined I think it will not autoreply to the requestor, right? It's only the condition you need to fill in and set to UserDefined. You should leave the action set to "Autoreply to Requestors" Steve From rt at northpb.com Fri Aug 19 15:18:04 2005 From: rt at northpb.com (Dan O'Neill) Date: Fri, 19 Aug 2005 12:18:04 -0700 Subject: [rt-users] RT 3.2.4 disable display of text attachments In-Reply-To: References: Message-ID: <4306306C.5030904@northpb.com> In November 2004 there was a discussion about how to limit the display of inline attachments greater than $MaxInlineBody http://www.gossamer-threads.com/lists/rt/users/38467 As of 3.2.4, setting that variable does indeed limit the display size. However, not only does it limit the display size of text based attachments, it limits the display size of history elements as well. If you set $MaxInlineBody to say 200 bytes, it's likely that the text information in the history of the ticket will get truncated as well. I either want to: a. disable the display of any attachments without impacting the display of history elements, or b. shorten only the display of attachments Your suggestions would be appreciated. dano From Ahalya_Nathan at mudnebr.com Fri Aug 19 13:57:17 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Fri, 19 Aug 2005 12:57:17 -0500 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? Message-ID: Hi all, We are planning to configure RT on apache 2 with mod_perl. We require apache 2 to be installed and since there lot of posts which showed configuration problems with apache 2, i was wondering if anyone has been successful in running any version of RT on apache 2 and mod_perl ? Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Fri Aug 19 18:27:11 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 19 Aug 2005 17:27:11 -0500 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA412@mailservermn.mqsoftware.com> I was able to do this last year on Fedora Core @2. However, when I just tried it on a fully updated Fedora Core 4 machine with the latest RT, no joy. I had problems with webmux.pl finding Apache2.pm and another file because they were in a Bundle subdirectory, I fixed that with a use lib line in webmux, then ran into a problem where perl said that the load subroutine was being redefined by XSLoader. I gave up and switched to FastCGI. -Kelly _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ahalya_Nathan at mudnebr.com Sent: Friday, August 19, 2005 12:57 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? Hi all, We are planning to configure RT on apache 2 with mod_perl. We require apache 2 to be installed and since there lot of posts which showed configuration problems with apache 2, i was wondering if anyone has been successful in running any version of RT on apache 2 and mod_perl ? Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at cs.brandeis.edu Fri Aug 19 20:57:17 2005 From: chris at cs.brandeis.edu (Christopher Allison) Date: Fri, 19 Aug 2005 20:57:17 -0400 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA412@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA412@mailservermn.mqsoftware.com> Message-ID: On Aug 19, 2005, at 6:27 PM, Kelly F. Hickel wrote: > I was able to do this last year on Fedora Core @2.? However, when I > just tried it on a fully updated Fedora Core 4 machine with the latest > RT, no joy.? I had problems with webmux.pl finding Apache2.pm and > another file because they were in a Bundle subdirectory, I fixed that > with a use lib line in webmux, then ran into a problem where perl said > that the load subroutine was being redefined by? XSLoader.? I gave up > and switched to FastCGI. > -Kelly > > On Aug 19, 2005, at 1:57 PM, Ahalya_Nathan at mudnebr.com wrote: > >> We are planning to configure RT on apache 2 with mod_perl. ?We >> require apache 2 to be installed and since there lot of posts which >> showed configuration problems with apache 2, i was wondering if >> ?anyone has been successful in running any version of RT on apache 2 We're currently running RT 3.4.2 on RHEL 4's Apache (2.0.52). While, like Kelly, we're using FastCGI rather than mod_perl, we've had absolutely no trouble with apache 2. >> and mod_perl ? Once upon a time mod_perl2 was simply not an option with RT. See: http://lists.bestpractical.com/pipermail/rt-users/2005-April/ 030477.html While I can't speak from personal experience, recent postings to this list have indicated that RT's previous inability to easily play nicely with mod_perl may come to an end soon. To quote Jesse ("[rt-users] 3.4.4 soon?"): On Aug 18, 2005, at 1:57 AM, Jesse Vincent wrote: > I expect that we'll roll RT 3.4.4 sometime > in the next week. Now that Mason 1.30 is out, there's even a _slight_ > chance that it could include a first cut of actual, honest-to-goodness, > mod_perl2 support. But that's purely speculation on my part. > > Jesse While you say that you have a requirement that you use (or at least install?) apache 2, you state no similar requirement that you use mod_perl. Could you use Apache 2 with FastCGI? It worked for us "out of the box," though of course, YMMV. If you have need to use mod_perl, perhaps either RT 3.4.4 or something from the 3.5.x development family will provide what you need. Alternatively, you might be able to try using Apache2 with mod_perl1, but I believe that that has lead to many headaches for others in the past. There are also instructions on building your own apache + mod_perl are located on the BestPractical wiki at: http://wiki.bestpractical.com/index.cgi?ManualApache Best of luck, -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru chris at cs.brandeis.edu http://www.cs.brandeis.edu/~guru/ From Joerg.Ungermann at web.de Sat Aug 20 09:17:30 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Sat, 20 Aug 2005 15:17:30 +0200 Subject: [rt-users] Config Problem on rt 3.4.1 Debian Sarge: No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl Message-ID: <762186093@web.de> When starting apache after including mod-perl.conf in the apache config apache claims the following: No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 Line 112 is rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); This has been noted before, but i did not find a solutuion yet. Can anybody help? Thanks Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From bestpractical at jon.limedaley.com Sat Aug 20 09:43:26 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Sat, 20 Aug 2005 09:43:26 -0400 (EDT) Subject: [rt-users] Config Problem on rt 3.4.1 Debian Sarge: No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl In-Reply-To: <762186093@web.de> References: <762186093@web.de> Message-ID: I don't think anyone answered this last time, except me: http://lists.bestpractical.com/pipermail/rt-users/2005-May/031022.html I have since switched to fast cgi, and I no longer have the problem. On Sat, 20 Aug 2005, J?rg Ungermann wrote: > > When starting apache after including mod-perl.conf in the apache config > > apache claims the following: > > No root path(s) specified > at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 > > Line 112 is > rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); > > > This has been noted before, but i did not find a solutuion yet. > Can anybody help? From mengland at mengland.net Sun Aug 21 18:48:07 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 17:48:07 -0500 Subject: [rt-users] Can one assign task owners within email request? In-Reply-To: <42E8DCDA.20004@ucrwcu.rwc.uc.edu> References: <6.1.2.0.2.20050728081709.08d06ec0@127.0.0.1> <42E8DCDA.20004@ucrwcu.rwc.uc.edu> Message-ID: <6.1.2.0.2.20050821174427.06d47700@127.0.0.1> At 7/28/2005 08:25 AM, Drew Barnes wrote: >Matt England wrote: >>Does RT provide a means for a requester to assign an owner (assuming said >>requester has privileges to do so) of the task being requested in the >>email itself? >Wiki, wiki, wiki. >http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail Ok, thanks for the reference. I'm trying to get a few more details per this wiki page: Per the attached screen shot (in hopes that this email list accepts attachments), what am I supposed to set Condition, Action, Template, and Stage fields (and any other fields for that matter) to get this mechanism (setting the Owner via the inbound email upon task creation) to work? Could these settings be the reason for my failures? Maybe something else? Is there something I'm missing? This wiki page doesn't appear to address my level of newbie-admin capabilities. So far my attempts have not worked; the owner of a created task via email does not get set when I put a "Set-Owner: MattEngland" string at the beginning of my inbound email. -Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: modify-a-script-screenshot.gif Type: image/gif Size: 25185 bytes Desc: not available URL: From kwhite at telsource.com Sun Aug 21 19:07:18 2005 From: kwhite at telsource.com (Kevin White) Date: Sun, 21 Aug 2005 19:07:18 -0400 Subject: [rt-users] Throttling incoming e-mail In-Reply-To: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> References: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> Message-ID: <43090926.3000805@telsource.com> Hello: We're using RT 3.4.1 for our internal trouble ticket system We have several monitoring programs doing SNMP monitoring. When they detect problems, they generate an e-mail, which hits the RT box, which hits sendmail, then an alias that hits rt-mailgate. We also have a scrip (ExtractCustomFieldValues, from the Wiki) running that populates custom fields (so the body of the messages are parsed). The messages are short. But there can be lots of them. Which tends to kill the box: memory exhaustion. The problem is, lots of messages come in at once, sendmail obliges, and forks off an rt-mailgate for each one, and then moves on. Even throttling sendmail (telling it to only accept x messages concurrently) causes the problem, because sendmail just forks off the rt-mailgate and goes on. It only launches x at a time, but it doesn't care that x! are still running. :) So, I'm wondering if anyone else has this problem. I see several solutions. One would be to see if there's any way I can make sendmail actually WAIT for the rt-mailgate to finish. If anyone out there knows how to do that, that would be nice (and might be nice to put in the Wiki too). Barring that, I'm seeing a real queue mechanism, where sendmail just receives all the mail and saves it (possibly in a maildir, so I can process them one at a time easier) and I'll use that as a queue, and right a queue processor that submits those one at a time to rt-mailgate. Has anyone written anything like that? If not, well, I'll probably be announcing it at some point in the future. :) Thanks, Kevin ******************************************************************************* This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. You may not directly or indirectly reuse or redisclose such information for any purpose other than to provide the services for which you are receiving the information. Telsource Corporation 8237 Dow Cir, Strongsville, OH 44136 ******************************************************************************* From mengland at mengland.net Sun Aug 21 19:32:07 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 18:32:07 -0500 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? Message-ID: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> How can I get ANY ticket change to notify an Owner? For example, while testing my RT site, I updated, as account X, the priority of a ticket owned by account Y. Account Y did not get notified by email the update of the priority. Should it? If not, how can I make notifications for any change in the ticket status, content, meta-data, etc? -Matt From mengland at mengland.net Sun Aug 21 19:42:45 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 18:42:45 -0500 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> Message-ID: <6.1.2.0.2.20050821184019.06cde698@127.0.0.1> For what it's worth: All correspondence appears to be copied to the owner, even if the owner makes the correspondence (because I have NotifyActor turned on). However, many other changes do not notify the owner, including the priority (noted below) and the due date (which I just now changed as a test with no notification). So I'm looking to customize email updates to owners on any ticket meta-data changes. Thanks for any suggestions. -Matt At 8/21/2005 06:32 PM, Matt England wrote: >How can I get ANY ticket change to notify an Owner? >For example, while testing my RT site, I updated, as account X, the >priority of a ticket owned by account Y. Account Y did not get notified >by email the update of the priority. >Should it? If not, how can I make notifications for any change in the >ticket status, content, meta-data, etc? From mengland at mengland.net Sun Aug 21 19:46:55 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 18:46:55 -0500 Subject: [rt-users] "This message will be sent to..." checkbox reverse intuition? Message-ID: <6.1.2.0.2.20050821184315.06ab0a60@127.0.0.1> I suspect this may be a FAQ, but I have yet to see it as such, so I ask this as politely as I can: The large "This message will be sent to..." title that is show in a ticket update window is followed by a "(Check boxes to **disable** notifications to the listed recipients)" message. Is this not the reverse of typical human intuition, given the title? Would not the list of recipients be checked by default...and a user should uncheck them if they don't want said recipients to be notified? I'm running RT 3.4.2. How might I correct this? -Matt From jesse at bestpractical.com Sun Aug 21 19:51:45 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 21 Aug 2005 19:51:45 -0400 Subject: [rt-users] "This message will be sent to..." checkbox reverse intuition? In-Reply-To: <6.1.2.0.2.20050821184315.06ab0a60@127.0.0.1> References: <6.1.2.0.2.20050821184315.06ab0a60@127.0.0.1> Message-ID: <20050821235145.GR31788@bestpractical.com> On Sun, Aug 21, 2005 at 06:46:55PM -0500, Matt England wrote: > > Is this not the reverse of typical human intuition, given the title? Would > not the list of recipients be checked by default...and a user should > uncheck them if they don't want said recipients to be notified? Yep. there's an open ticket with a discussion on how that workflow works and some ideas for how to redo it to make it really slick and easy to use. I don't have the # on me at the moment, though. > > I'm running RT 3.4.2. > > How might I correct this? > > -Matt > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From mengland at mengland.net Sun Aug 21 19:52:18 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 18:52:18 -0500 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <4309112A.8070407@adonis.net> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> <4309112A.8070407@adonis.net> Message-ID: <6.1.2.0.2.20050821184851.0699a5d8@127.0.0.1> At 8/21/2005 06:41 PM, Patrick Morris wrote: >No, normally requesters aren't notified of every change (which, >personally, I appreciate -- I wouldn't want to spam requesters with every >little change we make to their tickets). Yes, I might like such restrictions in some environments/situations/organizations; in others I will want all the notifications. >However, you could send all those changes to them with some very simple >scrips. Most of the conditions and templates are already there for you. Excellent. Could someone possibly step me through these Scrip changes? I run a startup business, and I've pretty much used up my RT-admin-time quota just getting the server up and running--namely figuring out *all* of the permissions management. Now I'm looking to not have to spend myself a couple hours teaching myself Scrip management. I hope I'm not being inappropriate with proposal: I'll paypal anyone $10 USD if they can step me through the Scrip management of setting up the requirements for this scenario. (I've already bombed on my other attempt at Scrip management for owner-setting-via-email stuff; check out my other email thread.) -Matt >Matt England wrote: > >>How can I get ANY ticket change to notify an Owner? >> >>For example, while testing my RT site, I updated, as account X, the >>priority of a ticket owned by account Y. Account Y did not get notified >>by email the update of the priority. >> >>Should it? If not, how can I make notifications for any change in the >>ticket status, content, meta-data, etc? > > From mengland at mengland.net Sun Aug 21 19:56:25 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 18:56:25 -0500 Subject: [rt-users] "This message will be sent to..." checkbox reverse intuition? In-Reply-To: <20050821235145.GR31788@bestpractical.com> References: <6.1.2.0.2.20050821184315.06ab0a60@127.0.0.1> <20050821235145.GR31788@bestpractical.com> Message-ID: <6.1.2.0.2.20050821185324.07053808@127.0.0.1> At 8/21/2005 06:51 PM, Jesse Vincent wrote: >On Sun, Aug 21, 2005 at 06:46:55PM -0500, Matt England wrote: > > > > Is this not the reverse of typical human intuition, given the > title? Would > > not the list of recipients be checked by default...and a user should > > uncheck them if they don't want said recipients to be notified? > >Yep. there's an open ticket with a discussion on how that workflow works >and some ideas for how to redo it to make it really slick and easy to >use. I don't have the # on me at the moment, though. Ok, thanks for the note. I'm curious: for short-term purposes, why not just make the checkbox mean that a the recipient *will* get sent the email, and then mark all the recipients with a check (in the box) by default? Would this not address the backward-presentation problem for the short term (while deferring to a possibly more-robust workflow system later)? This seems like it might be a very simple perl change/MOD (or whatever RT cools the very cool mechanism to overlay changes to the system in the "local" directory). Is it? (I suppose it's not, since this answer seems to straightforward...I suspect someone has already proposed this and there's more to it then that?) -Matt > > > > I'm running RT 3.4.2. > > > > How might I correct this? > > > > -Matt > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > >-- From mengland at mengland.net Sun Aug 21 19:59:18 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 18:59:18 -0500 Subject: [rt-users] How to auto-display per-Owner list of tasks? In-Reply-To: <6.1.2.0.2.20050728181731.09304ec0@127.0.0.1> References: <6.1.2.0.2.20050728181731.09304ec0@127.0.0.1> Message-ID: <6.1.2.0.2.20050821185843.07045e80@127.0.0.1> I'm still looking for a way to do this without having to custom make a query for each user. Any thoughts? -Matt At 7/28/2005 06:22 PM, Matt England wrote: >I want to automatically list a per-Owner set of links that, once clicked, >display a per-Owner list of tasks, similar to the per-Queue set of links >that are typically shown in the default view of of the "Quick Search" in >the top-right-hand corner of the RT Home page. > >I would think this would be a very common request for managers of groups >of people performing tasks (eg a support manager for a call center; in my >case I'm a software-development manager tracking tasks to developers). > >Is there something already pre-made that I can easily plug into my RT >server to do this? > >Thanks for any help, >-Matt From trick at adonis.net Sun Aug 21 19:41:30 2005 From: trick at adonis.net (Patrick Morris) Date: Sun, 21 Aug 2005 16:41:30 -0700 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> Message-ID: <4309112A.8070407@adonis.net> No, normally requesters aren't notified of every change (which, personally, I appreciate -- I wouldn't want to spam requesters with every little change we make to their tickets). However, you could send all those changes to them with some very simple scrips. Most of the conditions and templates are already there for you. Matt England wrote: > How can I get ANY ticket change to notify an Owner? > > For example, while testing my RT site, I updated, as account X, the > priority of a ticket owned by account Y. Account Y did not get > notified by email the update of the priority. > > Should it? If not, how can I make notifications for any change in the > ticket status, content, meta-data, etc? From mengland at mengland.net Sun Aug 21 20:16:11 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 19:16:11 -0500 Subject: [rt-users] Can the Search mechanism search ticket content? Message-ID: <6.1.2.0.2.20050821191504.05244008@127.0.0.1> Can the Search mechanism search ticket content (instead of just the ticket title and whatever else it currently searches)? All my searches have yet to match anything in the content of my tickets. I'm using RT 3.4.2. -Matt From mengland at mengland.net Sun Aug 21 20:24:21 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 19:24:21 -0500 Subject: [rt-users] HowTo get URLs to auto-generate links in Ticket/Display? In-Reply-To: <42E63C15.7040702@ccdc.cam.ac.uk> References: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1> <42DC4A5B.8020905@synacor.com> <6.1.2.0.2.20050722133231.049a0cb0@127.0.0.1> <6.1.2.0.2.20050726081517.082fdb20@127.0.0.1> <42E63C15.7040702@ccdc.cam.ac.uk> Message-ID: <6.1.2.0.2.20050821192138.0704cbd0@127.0.0.1> At 7/26/2005 08:35 AM, Toby Darling wrote: >Matt England wrote: >>*** Still Hunting (Third Request) *** >>I'm still looking for a way to auto-general URL links in the web page for >>Ticket/Display (and SelfService). > >Is http://wiki.bestpractical.com/index.cgi?ClickableLinks what you're >looking for? The callback method works in RT 3.4.1. Ok, the second 2nd suggestion at the above link works well for my RT 3.4.2 system, except that I had to remove the 6th line such that it looks like: <%init> my $val = $$content; use bytes; $val =~ s/https?:([\w\/\@\-~%#?=;,.:+]|\&)+[\w\/]/$&<\/a>/gi; $val =~ s/(s?ftp|ftps):[\w\/\.:+\-]+/$&<\/a>/gi; href="mailto:$2">$&<\/a>/ gi; $val =~ s/\<((url:\s*)?\w+:[^&<>]+)\>/<$1<\/a>>/gi; $$content = $val; <%args> $content => undef My system had problems with the 6th line (my system complained about syntax issues), so I just deleted it; I'm not worried about lack of mailto: links for now. I'm making a reference in the above wiki page to this end...but I'm not sure how to correct it. -Matt From les at futuresource.com Sun Aug 21 20:39:18 2005 From: les at futuresource.com (Les Mikesell) Date: Sun, 21 Aug 2005 19:39:18 -0500 Subject: [rt-users] Throttling incoming e-mail In-Reply-To: <43090926.3000805@telsource.com> References: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> <43090926.3000805@telsource.com> Message-ID: <1124671158.608.19.camel@les-home.futuresource.com> On Sun, 2005-08-21 at 18:07, Kevin White wrote: > Hello: > > We're using RT 3.4.1 for our internal trouble ticket system > > We have several monitoring programs doing SNMP monitoring. When they > detect problems, they generate an e-mail, which hits the RT box, which > hits sendmail, then an alias that hits rt-mailgate. We also have a > scrip (ExtractCustomFieldValues, from the Wiki) running that populates > custom fields (so the body of the messages are parsed). The messages > are short. > > But there can be lots of them. Which tends to kill the box: memory > exhaustion. > > The problem is, lots of messages come in at once, sendmail obliges, and > forks off an rt-mailgate for each one, and then moves on. Even > throttling sendmail (telling it to only accept x messages concurrently) > causes the problem, because sendmail just forks off the rt-mailgate and > goes on. It only launches x at a time, but it doesn't care that x! are > still running. :) > > So, I'm wondering if anyone else has this problem. I see several > solutions. One would be to see if there's any way I can make sendmail > actually WAIT for the rt-mailgate to finish. If anyone out there knows > how to do that, that would be nice (and might be nice to put in the Wiki > too). Barring that, I'm seeing a real queue mechanism, where sendmail > just receives all the mail and saves it (possibly in a maildir, so I can > process them one at a time easier) and I'll use that as a queue, and > right a queue processor that submits those one at a time to rt-mailgate. > Has anyone written anything like that? If not, well, I'll probably be > announcing it at some point in the future. :) If you change O DeliveryMode=background to O DeliveryMode=queued in sendmail.cf, sendmail will queue all messages when received instead of starting a background delivery process for each. However, then you move the problem to the queue runs - if you start them often enough to get timely delivery you may have several overlapping runs if they can't process the whole queue before the next one starts. You might set sendmail's timer based runs to go less frequently and have a script that starts a run with only a short delay after the last one finishes. You can also have sendmail queue only when the load reaches a certain level - and it can take the value in the Precedence: header into account when deciding when to queue. -- Les Mikesell les at futuresource.com From trick at adonis.net Sun Aug 21 20:58:41 2005 From: trick at adonis.net (Patrick Morris) Date: Sun, 21 Aug 2005 17:58:41 -0700 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <6.1.2.0.2.20050821184851.0699a5d8@127.0.0.1> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> <4309112A.8070407@adonis.net> <6.1.2.0.2.20050821184851.0699a5d8@127.0.0.1> Message-ID: <43092341.6010709@adonis.net> It's really pretty simple. Go to Configuration->Global->Scrips->New Scrip Condition: On Transaction Action: Notify Requesters Template: Global Template: Status Change That should to it, if I'm not mistaken. Matt England wrote: > At 8/21/2005 06:41 PM, Patrick Morris wrote: > >> No, normally requesters aren't notified of every change (which, >> personally, I appreciate -- I wouldn't want to spam requesters with >> every little change we make to their tickets). > > > Yes, I might like such restrictions in some > environments/situations/organizations; in others I will want all the > notifications. > >> However, you could send all those changes to them with some very >> simple scrips. Most of the conditions and templates are already >> there for you. > > > Excellent. > > Could someone possibly step me through these Scrip changes? I run a > startup business, and I've pretty much used up my RT-admin-time quota > just getting the server up and running--namely figuring out *all* of > the permissions management. > > Now I'm looking to not have to spend myself a couple hours teaching > myself Scrip management. > > I hope I'm not being inappropriate with proposal: I'll paypal anyone > $10 USD if they can step me through the Scrip management of setting up > the requirements for this scenario. (I've already bombed on my other > attempt at Scrip management for owner-setting-via-email stuff; check > out my other email thread.) > > -Matt > > >> Matt England wrote: >> >>> How can I get ANY ticket change to notify an Owner? >>> >>> For example, while testing my RT site, I updated, as account X, the >>> priority of a ticket owned by account Y. Account Y did not get >>> notified by email the update of the priority. >>> >>> Should it? If not, how can I make notifications for any change in >>> the ticket status, content, meta-data, etc? >> >> >> > From kwhite at telsource.com Sun Aug 21 21:14:25 2005 From: kwhite at telsource.com (Kevin White) Date: Sun, 21 Aug 2005 21:14:25 -0400 Subject: [rt-users] Throttling incoming e-mail In-Reply-To: <1124671158.608.19.camel@les-home.futuresource.com> References: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> <43090926.3000805@telsource.com> <1124671158.608.19.camel@les-home.futuresource.com> Message-ID: <430926F1.8080203@telsource.com> > If you change > O DeliveryMode=background > to > O DeliveryMode=queued > in sendmail.cf, sendmail will queue all messages when received instead > of starting a background delivery process for each. However, then you > move the problem to the queue runs - if you start them often enough to > get timely delivery you may have several overlapping runs if they > can't process the whole queue before the next one starts. You might > set sendmail's timer based runs to go less frequently and have a > script that starts a run with only a short delay after the last one > finishes. Thanks! We can try that. The thing is, it should only be in pathological cases that I get this many messages all at once: last time, I wrote a script that tried to create about 70 tickets all at once. I know better now, and in that case, I'd put in a delay. This time, it was a misconfigured process that started sending 8*600 messages, once every 15 minutes, for 8 hours. :) Pathological...but I'd like the box to live through it. > You can also have sendmail queue only when the load reaches a certain > level - and it can take the value in the Precedence: header into account > when deciding when to queue. Cool: I'll have to look into that. That kind of sounds like what I really want. Thanks for the response. Kevin ******************************************************************************* This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. You may not directly or indirectly reuse or redisclose such information for any purpose other than to provide the services for which you are receiving the information. Telsource Corporation 8237 Dow Cir, Strongsville, OH 44136 ******************************************************************************* From Kevin.OBrien at sonyconnect.com Sun Aug 21 21:58:49 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Sun, 21 Aug 2005 18:58:49 -0700 Subject: [rt-users] On resolve and correspondence only send one e-mail? Message-ID: I'm pretty sure there's no perfect way to do it but I thought I'd ask the rt-users for any ideas. I have two separate scrips set up to notify requestors on a correspondence and when status is change to resolve. Here's the scenario I'd like to have: On Resolve and: Comment added: Automated resolve message sent to requestors Correspondence added: Automated resolve message sent to requestors with correspondence added. It seems like this is not possible because the correspondence transaction is handled before the status change, so there is not way to stop the execution of the correspondence scrip since the resolve status change has not happened yet. The only thing I can think of doing is stopping the automated resolve message but then there is no way to automatically let the requestors know the ticket is resolved without sending a second e-mail. Any ideas? -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From mengland at mengland.net Sun Aug 21 22:08:58 2005 From: mengland at mengland.net (Matt England) Date: Sun, 21 Aug 2005 21:08:58 -0500 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <43092419.3080702@hermesinfotech.com> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> <4309112A.8070407@adonis.net> <6.1.2.0.2.20050821184851.0699a5d8@127.0.0.1> <43092341.6010709@adonis.net> <43092419.3080702@hermesinfotech.com> Message-ID: <6.1.2.0.2.20050821210523.06e0ee58@127.0.0.1> >>Action: Notify Requesters Does this mean that only Requesters get notified? How does one notify Requesters and Owners with these changes? How about every stakeholder involved with the Ticket, including Owner, Request, Cc, AdminCC, etc? >Transaction would be better, but might need tweaking for all possible >changes. It doesn't, by default, include Priority, amond others. How do I do this tweaking? I realize I'm asking a lot of questions...but I guess this relfects the point that Scrip programming seems rather unintuitive. -Matt At 8/21/2005 08:02 PM, Patrick Morris wrote: >Err, I was mistaken. :) > >Status Change would not be the Template to use (except for... well, status >changes). > >Transaction would be better, but might need tweaking for all possible >changes. It doesn't, by default, include Priority, amond others. > >Patrick Morris wrote: > >>It's really pretty simple. >> >>Go to Configuration->Global->Scrips->New Scrip >> >>Condition: On Transaction >>Action: Notify Requesters >>Template: Global Template: Status Change >> >>That should to it, if I'm not mistaken. >> >>Matt England wrote: >> >>>At 8/21/2005 06:41 PM, Patrick Morris wrote: >>> >>>>No, normally requesters aren't notified of every change (which, >>>>personally, I appreciate -- I wouldn't want to spam requesters with >>>>every little change we make to their tickets). >>> >>> >>> >>>Yes, I might like such restrictions in some >>>environments/situations/organizations; in others I will want all the >>>notifications. >>> >>>>However, you could send all those changes to them with some very simple >>>>scrips. Most of the conditions and templates are already there for you. >>> >>> >>> >>>Excellent. >>> >>>Could someone possibly step me through these Scrip changes? I run a >>>startup business, and I've pretty much used up my RT-admin-time quota >>>just getting the server up and running--namely figuring out *all* of the >>>permissions management. >>> >>>Now I'm looking to not have to spend myself a couple hours teaching >>>myself Scrip management. >>> >>>I hope I'm not being inappropriate with proposal: I'll paypal anyone >>>$10 USD if they can step me through the Scrip management of setting up >>>the requirements for this scenario. (I've already bombed on my other >>>attempt at Scrip management for owner-setting-via-email stuff; check out >>>my other email thread.) >>> >>>-Matt >>> >>> >>>>Matt England wrote: >>>> >>>>>How can I get ANY ticket change to notify an Owner? >>>>> >>>>>For example, while testing my RT site, I updated, as account X, the >>>>>priority of a ticket owned by account Y. Account Y did not get >>>>>notified by email the update of the priority. >>>>> >>>>>Should it? If not, how can I make notifications for any change in the >>>>>ticket status, content, meta-data, etc? >>>> >>>> >>>> >> > > > From theuni at gmail.com Mon Aug 22 03:25:07 2005 From: theuni at gmail.com (Christian Theune) Date: Mon, 22 Aug 2005 09:25:07 +0200 Subject: [rt-users] Migration issues Message-ID: Hi, first: Thanks for RT. We are using it happily for about 4 years now. I'm currently trying to move our old RT instance (2.0.15) to a current version (3.4.3) and am using the rt2-to-rt3 tools. When it tries to import the first (of about 3000) ticket it dies on this transition: $VAR1 = { 'OldValue' => 'new', 'Type' => 'Status', 'Field' => 'Status', 'Ticket' => '5000', 'Created' => '2003-06-23 06:02:36', 'id' => 2, 'NewValue' => 'deleted', 'Creator' => '35788', 'ActivateScrips' => '0' }; Any ideas? Thanks, Christian From torsten.brumm at kuehne-nagel.com Mon Aug 22 03:40:04 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Mon, 22 Aug 2005 09:40:04 +0200 Subject: AW: [rt-users] Migration issues In-Reply-To: Message-ID: Hi Christian, you can't go directly from 2.015 to 3.4.3 you have to go first to 3.0.x and then to 3.4.3 Btw. If your migration works well, pls inform me if you like, because i'm trying also to migrate... Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer Kuehne + Nagel HAM-MI-C Ferdinand Strasse 29-33 20095 Hamburg / Germany Tel: +49 40 329 15 199 Mail: torsten.brumm at kuehne-nagel.com ICQ: 78258840 -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Christian Theune Gesendet: Montag, 22. August 2005 09:25 An: RT User Mailinglist Betreff: [rt-users] Migration issues Hi, first: Thanks for RT. We are using it happily for about 4 years now. I'm currently trying to move our old RT instance (2.0.15) to a current version (3.4.3) and am using the rt2-to-rt3 tools. When it tries to import the first (of about 3000) ticket it dies on this transition: $VAR1 = { 'OldValue' => 'new', 'Type' => 'Status', 'Field' => 'Status', 'Ticket' => '5000', 'Created' => '2003-06-23 06:02:36', 'id' => 2, 'NewValue' => 'deleted', 'Creator' => '35788', 'ActivateScrips' => '0' }; Any ideas? Thanks, Christian _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From list at triumph2005.com Mon Aug 22 04:55:11 2005 From: list at triumph2005.com (list at triumph2005.com) Date: Mon, 22 Aug 2005 09:55:11 +0100 Subject: [rt-users] Debian Upgrade Qmail Message-ID: <001a01c5a6f7$3750c3e0$1821a8c0@TCS24> Hi I installed RT on Debian Sarge before it was released. It was all working fine. The I did and "apt-get update" and an "apt-get upgrade". It is all working expect I get no emails going back to the requester to say an incident has been created. I am using Qmail. Regards Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From hilde.rafaelsen at cc.uit.no Mon Aug 22 05:14:42 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Mon, 22 Aug 2005 11:14:42 +0200 Subject: [rt-users] Secure Apache Message-ID: Hi, We want to run a secure apache server (HTTPS) with RT. I have little experience with configuring apache and I don't know if it's possibly to use HTTPS with RT. Does anybody have experience with this? Maybe some links to some good documentation about this? Hilde From S.G.Tranter at lboro.ac.uk Mon Aug 22 06:15:32 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Mon, 22 Aug 2005 11:15:32 +0100 Subject: [rt-users] Problem upgrading from 3.4.3 to 3.5.2 Message-ID: <4309A5C4.5090901@lboro.ac.uk> Hello Everyone, We're trying to upgrade from 3.4.3 to 3.5.2 and we have encountered problems. The "make upgrade" seems to work fine, but when we run /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1 we get the error: Creating database schema. Couldn't find schema file for mysql The only item in etc/upgrade whose name is greater than our previously installed RT version is 3.5.1. Can anyone point us in the right direction? Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 211586 ------------------------------------------------ From torsten.brumm at kuehne-nagel.com Mon Aug 22 06:49:25 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Mon, 22 Aug 2005 12:49:25 +0200 Subject: [rt-users] Problem migrating RT 2.0.15 to 3.0.9 In-Reply-To: <4309A5C4.5090901@lboro.ac.uk> Message-ID: Hi RT Users, i'm trying to migrate from RT 2.0.15 to RT 3.0.9. i have successfully dumped the DB with the latest rt2-to-rt3 Script and trying to use the dumpfile-to-rt-3.0 /tmp/rt2dump/ I have change the dumpfile-to-rt-3.0 at the use libs line to point to the correct rt3 instance. I have also installed a fresh RT3.0.9 and tested, its working. If i start the import Script i get tonns of errors like this: uCreating user Unnamed user 3682 .[Mon Aug 22 10:42:44 2005] [error]: Could not create a new user - (/opt/rt309/lib/RT/User_Overlay.pm:282) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 3682' }; I have installed the RT to /opt/rt309 thats all correct. Line 282 from User_Overlay.pm look like: 282 $RT::Logger->error("Could not create a new user - " .join('-'. %args)); Need help pls.- Torsten Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer Kuehne + Nagel HAM-MI-C Ferdinand Strasse 29-33 20095 Hamburg / Germany Tel: +49 40 329 15 199 Mail: torsten.brumm at kuehne-nagel.com ICQ: 78258840 From Joerg.Ungermann at web.de Mon Aug 22 07:20:22 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Mon, 22 Aug 2005 13:20:22 +0200 Subject: [rt-users] Config Problem on rt 3.4.1 Debian Sarge: No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl Message-ID: <763861222@web.de> SOLVED I was just rehearsing on that and found out: under Debian Sarge the path for Mason cache is /var/cache/request-tracker3.4/mason_data/obj This needs to be corrected in webmux.pl line 112 Then it works fine. Thanks to Jon anyway. Regards Joerg Jon Daley schrieb am 20.08.05 15:43:24: > > I don't think anyone answered this last time, except me: > > http://lists.bestpractical.com/pipermail/rt-users/2005-May/031022.html > > I have since switched to fast cgi, and I no longer have the problem. > > > On Sat, 20 Aug 2005, J?rg Ungermann wrote: > > > > When starting apache after including mod-perl.conf in the apache config > > > > apache claims the following: > > > > No root path(s) specified > > at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 > > > > Line 112 is > > rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); > > > > > > This has been noted before, but i did not find a solutuion yet. > > Can anybody help? >
> _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From jra at baylink.com Mon Aug 22 09:53:40 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 22 Aug 2005 09:53:40 -0400 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: ; from Ahalya_Nathan@mudnebr.com on Fri, Aug 19, 2005 at 12:57:17PM -0500 References: Message-ID: <20050822095340.C992@cgi.jachomes.com> On Fri, Aug 19, 2005 at 12:57:17PM -0500, Ahalya_Nathan at mudnebr.com wrote: > We are planning to configure RT on apache 2 with mod_perl. We require > apache 2 to be installed and since there lot of posts which showed > configuration problems with apache 2, i was wondering if anyone has > been successful in running any version of RT on apache 2 and mod_perl Yup. I'm running it on MP2/A2 on Suse 9.2 (on PostGres, even). It's not a hardcore production system, we're still playing, but everything I've tried has worked so far. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From jra at baylink.com Mon Aug 22 09:57:31 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 22 Aug 2005 09:57:31 -0400 Subject: [rt-users] Throttling incoming e-mail In-Reply-To: <43090926.3000805@telsource.com>; from Kevin White on Sun, Aug 21, 2005 at 07:07:18PM -0400 References: <"H0000c1a00442056.1124471260.frozone.grand-rapids.mi.us*"@MHS> <43090926.3000805@telsource.com> Message-ID: <20050822095731.D992@cgi.jachomes.com> On Sun, Aug 21, 2005 at 07:07:18PM -0400, Kevin White wrote: > So, I'm wondering if anyone else has this problem. I see several > solutions. One would be to see if there's any way I can make sendmail > actually WAIT for the rt-mailgate to finish. If anyone out there knows > how to do that, that would be nice (and might be nice to put in the Wiki > too). Barring that, I'm seeing a real queue mechanism, where sendmail > just receives all the mail and saves it (possibly in a maildir, so I can > process them one at a time easier) and I'll use that as a queue, and > right a queue processor that submits those one at a time to rt-mailgate. > Has anyone written anything like that? If not, well, I'll probably be > announcing it at some point in the future. :) My approach would be to shim it: Instead of piping directly to rt-mailgate, pipe to your own script, which simply drops the message in a directory. Then have a background process running which lifts those messages out one at a time, and hands them to mailgate directly. The only problem would be scanning the queue in the appropriate fashion so as to make sure it's roughly FIFO; the proper arguments to ls in your unqueue script are probably the magic there. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From JoopvandeWege at mococo.nl Mon Aug 22 09:57:24 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 22 Aug 2005 15:57:24 +0200 Subject: [rt-users] Patch for SearchBuilder (1.31) and Oracle using Content searches In-Reply-To: <20050822073848.8A05B4D8124@diesel.bestpractical.com> References: <20050822073848.8A05B4D8124@diesel.bestpractical.com> Message-ID: <20050822155147.CE71.JOOPVANDEWEGE@mococo.nl> Hi All, I finally got around cleaning up my patch for Oracle which allows fast ticket content searching. It does two things: - first gets rid of the pre and postpend of % around searches (we like it better this way. If you use prepend you'll kill any index) - rewrites searches for ticket content by rewriting the query to use an Oracle content index. This could be enhenced for any CLOB column. Might do that myself or leave that to someone else. Hope someone finds this useful, Joop -- Joop van de Wege From Ahalya_Nathan at mudnebr.com Mon Aug 22 10:08:16 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Mon, 22 Aug 2005 09:08:16 -0500 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: <20050822095340.C992@cgi.jachomes.com> Message-ID: Hi Jay, Which version of mod_perl are you running? Is it possible to send me the httpd.conf file of Apache 2. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com "Jay R. Ashworth" Sent by: rt-users-bounces at lists.bestpractical.com 08/22/2005 08:53 AM To rt-users at lists.bestpractical.com cc Subject Re: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? On Fri, Aug 19, 2005 at 12:57:17PM -0500, Ahalya_Nathan at mudnebr.com wrote: > We are planning to configure RT on apache 2 with mod_perl. We require > apache 2 to be installed and since there lot of posts which showed > configuration problems with apache 2, i was wondering if anyone has > been successful in running any version of RT on apache 2 and mod_perl Yup. I'm running it on MP2/A2 on Suse 9.2 (on PostGres, even). It's not a hardcore production system, we're still playing, but everything I've tried has worked so far. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mengland at mengland.net Mon Aug 22 10:12:42 2005 From: mengland at mengland.net (Matt England) Date: Mon, 22 Aug 2005 09:12:42 -0500 Subject: [rt-users] Where to find 3.4.2-to-3.4.3 feature/bug-fix diff list? Message-ID: <6.1.2.0.2.20050822091113.074a3ec0@127.0.0.1> Does a 3.4.2-to-3.4.3 feature/bug-fix difference list exist? Where can one find it? I could not find it poking around bestpractical.com nor the wiki in a couple-minute search. -Matt From JoopvandeWege at mococo.nl Mon Aug 22 10:28:53 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 22 Aug 2005 16:28:53 +0200 Subject: [rt-users] Patch for SearchBuilder (1.31) and Oracle using Content searches In-Reply-To: <20050822073848.8A05B4D8124@diesel.bestpractical.com> References: <20050822073848.8A05B4D8124@diesel.bestpractical.com> Message-ID: <20050822162800.CE75.JOOPVANDEWEGE@mococo.nl> Hi All, >I finally got around cleaning up my patch for Oracle which allows fast >ticket content searching. {snip} >Hope someone finds this useful, That is if I don't forget to attach it ;-( -- Joop van de Wege -------------- next part -------------- A non-text attachment was scrubbed... Name: SearchBuilder.diff Type: application/octet-stream Size: 1775 bytes Desc: not available URL: From Ahalya_Nathan at mudnebr.com Mon Aug 22 09:40:03 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Mon, 22 Aug 2005 08:40:03 -0500 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: Message-ID: The reason i am choosing mod_perl over FastCGI is because we need to implement the "NTLM" (integrated windows authentication) module for Apache/Unix. The module is called as mod_ntlm.c and my search over the internet showed that Apache1.3.9 and Apache 2.0 support it. So, we want to upgrade our current version of Apache to Apache 2.0 with any version of mod_perl. Has anyone installed the mod_ntlm module in Apache? If yes, does it work fine with FastCGI? Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com Christopher Allison 08/19/2005 07:57 PM To " " cc "", "Kelly F. Hickel" Subject Re: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? On Aug 19, 2005, at 6:27 PM, Kelly F. Hickel wrote: > I was able to do this last year on Fedora Core @2. However, when I > just tried it on a fully updated Fedora Core 4 machine with the latest > RT, no joy. I had problems with webmux.pl finding Apache2.pm and > another file because they were in a Bundle subdirectory, I fixed that > with a use lib line in webmux, then ran into a problem where perl said > that the load subroutine was being redefined by XSLoader. I gave up > and switched to FastCGI. > -Kelly > > On Aug 19, 2005, at 1:57 PM, Ahalya_Nathan at mudnebr.com wrote: > >> We are planning to configure RT on apache 2 with mod_perl. We >> require apache 2 to be installed and since there lot of posts which >> showed configuration problems with apache 2, i was wondering if >> anyone has been successful in running any version of RT on apache 2 We're currently running RT 3.4.2 on RHEL 4's Apache (2.0.52). While, like Kelly, we're using FastCGI rather than mod_perl, we've had absolutely no trouble with apache 2. >> and mod_perl ? Once upon a time mod_perl2 was simply not an option with RT. See: http://lists.bestpractical.com/pipermail/rt-users/2005-April/ 030477.html While I can't speak from personal experience, recent postings to this list have indicated that RT's previous inability to easily play nicely with mod_perl may come to an end soon. To quote Jesse ("[rt-users] 3.4.4 soon?"): On Aug 18, 2005, at 1:57 AM, Jesse Vincent wrote: > I expect that we'll roll RT 3.4.4 sometime > in the next week. Now that Mason 1.30 is out, there's even a _slight_ > chance that it could include a first cut of actual, honest-to-goodness, > mod_perl2 support. But that's purely speculation on my part. > > Jesse While you say that you have a requirement that you use (or at least install?) apache 2, you state no similar requirement that you use mod_perl. Could you use Apache 2 with FastCGI? It worked for us "out of the box," though of course, YMMV. If you have need to use mod_perl, perhaps either RT 3.4.4 or something from the 3.5.x development family will provide what you need. Alternatively, you might be able to try using Apache2 with mod_perl1, but I believe that that has lead to many headaches for others in the past. There are also instructions on building your own apache + mod_perl are located on the BestPractical wiki at: http://wiki.bestpractical.com/index.cgi?ManualApache Best of luck, -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru chris at cs.brandeis.edu http://www.cs.brandeis.edu/~guru/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Mon Aug 22 10:57:13 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 22 Aug 2005 09:57:13 -0500 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: References: Message-ID: <1124722633.17474.5.camel@moola.futuresource.com> On Mon, 2005-08-22 at 08:40, Ahalya_Nathan at mudnebr.com wrote: > The reason i am choosing mod_perl over FastCGI is because we need to > implement the "NTLM" (integrated windows authentication) module for > Apache/Unix. The module is called as mod_ntlm.c and my search over the > internet showed that Apache1.3.9 and Apache 2.0 support it. So, we > want to upgrade our current version of Apache to Apache 2.0 with any > version of mod_perl. > > Has anyone installed the mod_ntlm module in Apache? If yes, does it > work fine with FastCGI? Apache is pretty modular. I'd expect any authentication method to work fine with fastcgi. I use mod_auth_pam on a linux box configured to authenticate against an NT domain controller myself. -- Les Mikesell les at futuresource.com From Ahalya_Nathan at mudnebr.com Mon Aug 22 11:20:11 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Mon, 22 Aug 2005 10:20:11 -0500 Subject: [rt-users] 3.4.4 soon? In-Reply-To: <20050818055732.GR31788@bestpractical.com> Message-ID: When is RT 3.4.4 going to be made available? Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com Jesse Vincent Sent by: rt-users-bounces at lists.bestpractical.com 08/18/2005 12:57 AM To rt-users at lists.bestpractical.com cc Subject [rt-users] 3.4.4 soon? Between the French localization issue, the quicksearch encoding issue, the mason 1.30 breaking their API and hence standalone_httpd issue and a couple other smaller issues, I expect that we'll roll RT 3.4.4 sometime in the next week. Now that Mason 1.30 is out, there's even a _slight_ chance that it could include a first cut of actual, honest-to-goodness, mod_perl2 support. But that's purely speculation on my part. Jesse -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From su at inubit.com Mon Aug 22 11:26:21 2005 From: su at inubit.com (Stephan Uhlmann) Date: Mon, 22 Aug 2005 17:26:21 +0200 Subject: [rt-users] RT and customer relations Message-ID: <200508221726.24003.su@inubit.com> Hello list, currently our RT is accessible via only from intranet (only special email addresses routed into it). But now we want that customers can see their tickets via web, too. So we want to make the server public. But I hesitate because of some problems. 1) For convenience we have one queue for each customer. Now if I let unpriviledged users see the queues they see all our other customers, too. 2) Very often we have many different people on the customer side reporting and dealing with the tickets. So different users need access to the same tickets. Thus a solution like "let unprivileged users only access own tickets" is not feasible. My solution now would be to create one group for each customer, putting all users working for that customer into that group and letting only this group access the specific customer queue. Ideally customer users, groups an queues could be generated/synchronized from an existing CRM database. Now what I would like to know is, is that a good way to do it? How are other people dealing with these problems? Stephan -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From bjorn at 247ms.com Mon Aug 22 11:39:21 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Mon, 22 Aug 2005 17:39:21 +0200 Subject: [rt-users] RT and customer relations Message-ID: <28612698BFE51241AB8EF079C3230A8B094906@EXC-1.247ms.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Stephan Uhlmann > Sent: 22. august 2005 17:26 > Now what I would like to know is, is that a good way to do > it? How are other people dealing with these problems? I'm very interested in hearing a response to this too, since I have the same problem. Cheers, Bjorn From ravin.mathoora at virtualaccess.com Mon Aug 22 11:41:49 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Mon, 22 Aug 2005 16:41:49 +0100 Subject: [rt-users] RT and customer relations In-Reply-To: <200508221726.24003.su@inubit.com> Message-ID: <20050822154158.034CA3DC6@mail.virtualaccess.com> Hi Stephan, I see that you have the same problems that I have had. In this case there is nothing you can do with unprivileged users. One of the solutions that we achieved is created generic queues, so instead of using 'customer names', using something like fault type. To avoid customers searching the queue for all tickets, take away the search function. Method 2 is to alter the code so that the customers are created as 'privileged' users but only see the 'unprivileged users'. Because RT is open source, if you do this, you have to make the source code available to everyone. If I could program in perl, I would gladly do it. So far these are the only 2 solutions that I have found. Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephan Uhlmann Sent: 22 August 2005 16:26 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT and customer relations Hello list, currently our RT is accessible via only from intranet (only special email addresses routed into it). But now we want that customers can see their tickets via web, too. So we want to make the server public. But I hesitate because of some problems. 1) For convenience we have one queue for each customer. Now if I let unpriviledged users see the queues they see all our other customers, too. 2) Very often we have many different people on the customer side reporting and dealing with the tickets. So different users need access to the same tickets. Thus a solution like "let unprivileged users only access own tickets" is not feasible. My solution now would be to create one group for each customer, putting all users working for that customer into that group and letting only this group access the specific customer queue. Ideally customer users, groups an queues could be generated/synchronized from an existing CRM database. Now what I would like to know is, is that a good way to do it? How are other people dealing with these problems? Stephan From ravin.mathoora at virtualaccess.com Mon Aug 22 11:46:11 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Mon, 22 Aug 2005 16:46:11 +0100 Subject: [rt-users] RT and customer relations In-Reply-To: <200508221726.24003.su@inubit.com> Message-ID: <20050822154620.F0D4B3DC6@mail.virtualaccess.com> Hi Stephan, I forgot to add that we gave customers a generic login so that they all use the same username/password so that when they log on, they can always see the tickets that belong to them. It is not the best solution, but it is a workaround. If you manage it well, it works. Hope this helps. Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephan Uhlmann Sent: 22 August 2005 16:26 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT and customer relations Hello list, currently our RT is accessible via only from intranet (only special email addresses routed into it). But now we want that customers can see their tickets via web, too. So we want to make the server public. But I hesitate because of some problems. 1) For convenience we have one queue for each customer. Now if I let unpriviledged users see the queues they see all our other customers, too. 2) Very often we have many different people on the customer side reporting and dealing with the tickets. So different users need access to the same tickets. Thus a solution like "let unprivileged users only access own tickets" is not feasible. My solution now would be to create one group for each customer, putting all users working for that customer into that group and letting only this group access the specific customer queue. Ideally customer users, groups an queues could be generated/synchronized from an existing CRM database. Now what I would like to know is, is that a good way to do it? How are other people dealing with these problems? Stephan From bjorn at 247ms.com Mon Aug 22 11:51:20 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Mon, 22 Aug 2005 17:51:20 +0200 Subject: [rt-users] Scrip for changing ownership on a case. Message-ID: <28612698BFE51241AB8EF079C3230A8B09490A@EXC-1.247ms.com> Hi! I want our customers to be able to own cases, in which we need a response from them. I have tried to do this by keeping them "Unprivileged" and giving them the "Own Ticket" ACL. Now, I don't want customers to be able to Modify the ticket, as they shouldn't be able to assign it to anyone or change it's queue. So in order for a customer to be able to return a ticket to us once he has replied, I was thinking of running a scrip to do it. The scrip doesn't seem to work for various reasons though. The user doesn't have the right to make the change to Nobody, and I think I messed a few other things up too. Can somebody help me with this? Or maybe somebody been in the same situation and solved it differently? Cheers, Bjorn ============================================ So the scrip I came up with looks like this: Condition: On Correspond Action: User Defined Template: Blank Stage: TransactionCreate Custom action prepareation code: return 1; Custom action cleanup code: # get actor ID my $Actor = $self->TransactionObj->Creator; # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; # Get out unless actor is owner return 1 unless $Actor == $self->TicketObj->Owner; # Get out unless user is unprivileged my $groupobj = new RT::Group($self->TicketObj->Owner); $groupobj->LoadSystemInternalGroup('Unprivileged'); return 1 unless $groupobj->HasMemberRecursively($Actor); # We should now be ok to make changes: my ($status, $msg) = $self->TicketObj->SetOwner($RT::Nobody->id); unless( $status ) { $RT::Logger->warning( "Error setting ownership to nobody: $msg" ); return undef; } return 1; From Kevin.OBrien at sonyconnect.com Mon Aug 22 11:54:04 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Mon, 22 Aug 2005 08:54:04 -0700 Subject: [rt-users] On resolve and correspondence only send one e-mail? Message-ID: I found the answer to my own question. Use TransactionBatch. -=Kevin=- _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of O'Brien, Kevin Sent: Sunday, August 21, 2005 6:59 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] On resolve and correspondence only send one e-mail? I'm pretty sure there's no perfect way to do it but I thought I'd ask the rt-users for any ideas. I have two separate scrips set up to notify requestors on a correspondence and when status is change to resolve. Here's the scenario I'd like to have: On Resolve and: Comment added: Automated resolve message sent to requestors Correspondence added: Automated resolve message sent to requestors with correspondence added. It seems like this is not possible because the correspondence transaction is handled before the status change, so there is not way to stop the execution of the correspondence scrip since the resolve status change has not happened yet. The only thing I can think of doing is stopping the automated resolve message but then there is no way to automatically let the requestors know the ticket is resolved without sending a second e-mail. Any ideas? -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Aug 22 12:39:31 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Aug 2005 12:39:31 -0400 Subject: [rt-users] 3.4.4 soon? In-Reply-To: References: <20050818055732.GR31788@bestpractical.com> Message-ID: <20050822163931.GU31788@bestpractical.com> On Mon, Aug 22, 2005 at 10:20:11AM -0500, Ahalya_Nathan at mudnebr.com wrote: > When is RT 3.4.4 going to be made available? We're stil waiting for the dust around Mason 1.3x to settle down a bit. Some of the issues we ran into turned out to be bugs in the new Mason that it doesn't make sense to work around. From jesse at bestpractical.com Mon Aug 22 13:25:13 2005 From: jesse at bestpractical.com (Jesse vincent) Date: Mon, 22 Aug 2005 10:25:13 -0700 Subject: [rt-users] Where to find 3.4.2-to-3.4.3 feature/bug-fix diff list? In-Reply-To: <6.1.2.0.2.20050822091113.074a3ec0@127.0.0.1> References: <6.1.2.0.2.20050822091113.074a3ec0@127.0.0.1> Message-ID: <8599-SnapperMsg47F892B2BF2FBC01@[10.178.97.16]> On Mon, 22 Aug 2005 09:12:42 -0500 "Matt England" wrote: >Does a 3.4.2-to-3.4.3 feature/bug-fix difference list exist? Where can one >find it? I could not find it poking around bestpractical.com nor the wiki >in a couple-minute search. please see the release announcement or the detailed changelog in the distribution itself. > >-Matt > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From darkfalz at gmail.com Mon Aug 22 13:50:40 2005 From: darkfalz at gmail.com (falz) Date: Mon, 22 Aug 2005 12:50:40 -0500 Subject: [rt-users] CustomField shared between Tickets,Groups,Users, Etc Message-ID: It appears that when you create a custom field, it can only exist in one of the following: Tickets, Groups, Users, Ticket Transactions, (and in my case Assets, since I'm using the AT addon) I have a customfield called "Customer" that is an export from another database that contains a customer name and a unique serial #. I use this for "Tickets" right now, and would like to use it for "Assets" as well. Until this point, I didn't realize that CustomFields are for one thing or the other. The way the database appears to be laid out, the CustomField column in CustomFieldValues permits only a single # assigned to it, so I can't "share". Anyone know of a way to get this working without duplicating my database import to have the same data, but a CustomField column entry # for both CustomFields? thanks --falz From darkfalz at gmail.com Mon Aug 22 13:58:47 2005 From: darkfalz at gmail.com (falz) Date: Mon, 22 Aug 2005 12:58:47 -0500 Subject: [rt-users] Re: CustomField shared between Tickets, Groups, Users, Etc In-Reply-To: References: Message-ID: Another note, it appears that if the LookupType column in the CustomFields database supported more than one type, this would work. I haven't attempted this yet. Has anyone else? :) --falz On 8/22/05, falz wrote: > It appears that when you create a custom field, it can only exist in > one of the following: Tickets, Groups, Users, Ticket Transactions, > (and in my case Assets, since I'm using the AT addon) > > I have a customfield called "Customer" that is an export from another > database that contains a customer name and a unique serial #. I use > this for "Tickets" right now, and would like to use it for "Assets" as > well. Until this point, I didn't realize that CustomFields are for one > thing or the other. The way the database appears to be laid out, the > CustomField column in CustomFieldValues permits only a single # > assigned to it, so I can't "share". > > Anyone know of a way to get this working without duplicating my > database import to have the same data, but a CustomField column entry > # for both CustomFields? > > thanks > --falz > From jra at baylink.com Mon Aug 22 14:14:38 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 22 Aug 2005 14:14:38 -0400 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: ; from Ahalya_Nathan@mudnebr.com on Mon, Aug 22, 2005 at 09:08:16AM -0500 References: <20050822095340.C992@cgi.jachomes.com> Message-ID: <20050822141438.C3910@cgi.jachomes.com> On Mon, Aug 22, 2005 at 09:08:16AM -0500, Ahalya_Nathan at mudnebr.com wrote: > Which version of mod_perl are you running? Is it possible to send me > the httpd.conf file of Apache 2. I'm running the one *before* the Great Renaming, and I believe you would have to as well, at least for 3.4.1, which is the RT I'm running. Later versions may or may not have tracked the MP2 namespace change. I hadn't thought it was, but it appears to be apache2-mod_perl-1.99_12_20040302-38 from the SuSE 9.2 release. The Apache is 2.0.50, by now, after some upgrades. What I believe are the pertinent config files are visible at http://staging.microsys.us/pub/rtconf/ though that mod_perl config file is clearly not right; nothing is in /srv/www. It's been at least 6 months since I had to touch my config, so I'm a bit weak. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From bulb at ucw.cz Mon Aug 22 14:32:14 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 22 Aug 2005 20:32:14 +0200 Subject: [rt-users] RT and customer relations In-Reply-To: <200508221726.24003.su@inubit.com> References: <200508221726.24003.su@inubit.com> Message-ID: <20050822183214.GB25633@vagabond> On Mon, Aug 22, 2005 at 17:26:21 +0200, Stephan Uhlmann wrote: > 1) For convenience we have one queue for each customer. Now if I let > unpriviledged users see the queues they see all our other customers, too. So make them privileged. Privileged users do NOT have any rights other than unprivileged, except the right to get rights. Obviously if you have some rights assigned to the "Privileged" group, you will have to create another group ("insiders" or somesuch), put all current users in it, give it the rights and revoke the rights from "Privileged". > 2) Very often we have many different people on the customer side reporting and > dealing with the tickets. So different users need access to the same tickets. > Thus a solution like "let unprivileged users only access own tickets" is not > feasible. > > My solution now would be to create one group for each customer, putting all > users working for that customer into that group and letting only this group > access the specific customer queue. Ideally customer users, groups an queues > could be generated/synchronized from an existing CRM database. It should work. As I said, the users need to be privileged (unprivileged users can't be members), but that does not give them any rights, so they can only see what you want them to see. The synchronization with CRM database should be possible in the hooks provided for "external authentication". ------------------------------------------------------------------------------- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From bulb at ucw.cz Mon Aug 22 14:37:32 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 22 Aug 2005 20:37:32 +0200 Subject: [rt-users] Can RT3.4.3 or RT3.4.2 run on apache 2+mod_perl? In-Reply-To: <20050822141438.C3910@cgi.jachomes.com> References: <20050822095340.C992@cgi.jachomes.com> <20050822141438.C3910@cgi.jachomes.com> Message-ID: <20050822183732.GC25633@vagabond> On Mon, Aug 22, 2005 at 14:14:38 -0400, Jay R. Ashworth wrote: > On Mon, Aug 22, 2005 at 09:08:16AM -0500, Ahalya_Nathan at mudnebr.com wrote: > > Which version of mod_perl are you running? Is it possible to send me > > the httpd.conf file of Apache 2. > > I'm running the one *before* the Great Renaming, and I believe you > would have to as well, at least for 3.4.1, which is the RT I'm running. > Later versions may or may not have tracked the MP2 namespace change. I have managed to get it working with the one *after* the Great Renaming too. The necessary changes are actually pretty minimal. A proper solution is expected in the next release. Meanwhile the changes described in this debian bug report may be of help: http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=317271 ------------------------------------------------------------------------------- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From trick at adonis.net Mon Aug 22 14:56:52 2005 From: trick at adonis.net (Patrick Morris) Date: Mon, 22 Aug 2005 11:56:52 -0700 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <6.1.2.0.2.20050821210523.06e0ee58@127.0.0.1> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> <4309112A.8070407@adonis.net> <6.1.2.0.2.20050821184851.0699a5d8@127.0.0.1> <43092341.6010709@adonis.net> <43092419.3080702@hermesinfotech.com> <6.1.2.0.2.20050821210523.06e0ee58@127.0.0.1> Message-ID: <430A1FF4.6080500@adonis.net> Matt England wrote: > >>> Action: Notify Requesters >> > > Does this mean that only Requesters get notified? Yes. Well, and AdminCCs, under the default configuration. > How does one notify Requesters and Owners with these changes? Two scrips would be the easy way. > How about every stakeholder involved with the Ticket, including Owner, > Request, Cc, AdminCC, etc? Separate scrips would be easiest (and could be done just by flipping a few drop-down boxes, rather than writing your own scrips). >> Transaction would be better, but might need tweaking for all possible >> changes. It doesn't, by default, include Priority, among others. > > > How do I do this tweaking? Configuration->Global->Templates, then click the one you want to edit. From list at triumph2005.com Mon Aug 22 15:27:57 2005 From: list at triumph2005.com (Chris) Date: Mon, 22 Aug 2005 19:27:57 -0000 Subject: [rt-users] Debian Upgrade Qmail problem Message-ID: <3C4CFDC5.4060205@triumph2005.com> Hi I installed RT on Debian Sarge before it was released. It was all working fine. The I did and "apt-get update" and an "apt-get upgrade". It is all working expect I get no emails going back to the requester to say an incident has been created. I am using Qmail. Regards Chris From jesse at bestpractical.com Mon Aug 22 15:36:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 22 Aug 2005 15:36:32 -0400 Subject: [rt-users] RT and customer relations In-Reply-To: <20050822154158.034CA3DC6@mail.virtualaccess.com> References: <200508221726.24003.su@inubit.com> <20050822154158.034CA3DC6@mail.virtualaccess.com> Message-ID: <20050822193632.GX31788@bestpractical.com> > Because RT is open > source, if you do this, you have to make the source code available to > everyone. If I could program in perl, I would gladly do it. > > Best Regards, > Ravin Mathoora An important point of order: Open source does _not_ mean that you need to share private, internal modifications to the software. It does generally mean that if you distribute your modified version of the software, you have to let the recipient have the source code AND the right to change and redistribute what you've given them. There are nuances and disagreements and each opensource license spins this differently. rt-users isn't the right forum for a what-is-opensource discussion, but I did want to be quite explicit that you are NOT obligated to redistribute internal modifications. All that being said, the community thrives because people choose to share their work and I'd strongly encourage you to publish your changes and extensions to RT. Best, Jesse From trick at adonis.net Mon Aug 22 15:36:35 2005 From: trick at adonis.net (Patrick Morris) Date: Mon, 22 Aug 2005 12:36:35 -0700 Subject: [rt-users] Debian Upgrade Qmail problem In-Reply-To: <3C4CFDC5.4060205@triumph2005.com> References: <3C4CFDC5.4060205@triumph2005.com> Message-ID: <430A2943.5030000@adonis.net> Log entries would be helpful here (as would be setting your system clock). Chris wrote: > It is all working expect I get no emails going back to the requester to > say an incident has been created. > > I am using Qmail. From jimq at multimodeinc.com Mon Aug 22 15:28:35 2005 From: jimq at multimodeinc.com (Jimq) Date: Mon, 22 Aug 2005 12:28:35 -0700 Subject: [rt-users] Unsubscribe Message-ID: <002701c5a74f$b3d03970$800101df@JIMQVAIO> James Queen, President MultiMode Inc. 1900 Norfolk Street, Suite 350 San Mateo, Ca. 94403 jimq at multimodeinc.com Office: (650) 292-4681 Mobile: (408) 348-4903 www.MultiModeInc.com The information transmitted may contain confidential and/or privileged material and is intended only for the private use of the person or entity to which it is addressed. Any other use of this information is prohibited. Also, if you received this in error, please contact the sender and delete the information from any computer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From luiz at eaprender.com.br Mon Aug 22 16:13:49 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Mon, 22 Aug 2005 17:13:49 -0300 Subject: [Rt-devel] Re: [rt-users] RT 3.2.2 -> 3.4.3 problem. In-Reply-To: <20050822193312.GW31788@bestpractical.com> References: <43021B9E.3060202@eaprender.com.br> <430233B5.1080802@eaprender.com.br> <4304D1FC.8020004@PROGTECH.net> <7D8358AF-F54F-48F7-B9CD-15824FB35C96@khera.org> <430A27F4.3020008@eaprender.com.br> <20050822193312.GW31788@bestpractical.com> Message-ID: <430A31FD.4070604@eaprender.com.br> Jesse Vincent wrote: > > > >>In the future releases, Will RT be apache 1.3 supported or is it better >>going apache2 with mod_perl 2 or fast_cgi ?? Thinking a little bit longer... >> >> > >We don't intend to drop support for apache 1.3 / mod_perl 1 any time >soon. > >I've got a long plane flight ahead of me and hope to make some serious >progress on RT on the released version of mp2. > >. > > > Is mod_perl 2.0 is more compatible than 1.99 or the same thing ?? Because im haing problem with 1.99.... Using the mp1 Im gonna have all the RT's features like using mp2, right ? -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID -------------- next part -------------- An HTML attachment was scrubbed... URL: From bulb at ucw.cz Mon Aug 22 16:26:31 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 22 Aug 2005 22:26:31 +0200 Subject: [rt-users] Question about User->PGPKey Message-ID: <20050822202631.GH31836@vagabond> Hello, During debugging of Auth::GnuPG enahncement I've noticed that there is User->PGPKey defined, but is does not seem to be possible to set it anywhere in the web interface. What was the plan with this field? That is I currently have a modified Auth::GnuPG, that, after veryfying the signature looks for "Keys" custom field of the user and compares the key-id (unfortunately it only returns the short key-id) to values of that field. If it matches, that user is authenticated. Otherwise, the mail is rejected. My keydir contains gpg.conf with 'keyserver' option, so the actual keys are downloaded and the IDs are then verified. So I wanted to know, if the 'PGPKey' field was meant to be used like this, or how it was meant to be used. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From mkoroschetz at tekvoice.com Mon Aug 22 17:29:38 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz (mkoroschetz@tekvoice.com)) Date: Mon, 22 Aug 2005 17:29:38 -0400 Subject: [rt-users] Mailgate: Error when procesing incoming mail ... References: UID3007-1104355416 Message-ID: <20050822T172938Z_B1B3000E0000@tekvoice.com> We are on RT 3.4.2 and are experiencing problems with Mailgate, which retrieves mails through fetchmail. Fetchmail command: poll mail.domain.com proto pop3: username mailuser at domain.com password 123456 mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --debug --url http://tickets.domain.com --queue support --action correspond" Error message: Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/5.8.4/MIME/Decoder.pm line 179. We are using the latest "MIME-tools" and "MIME::Base64" Any clues are appreciated, Thanks in advance, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at cs.brandeis.edu Mon Aug 22 18:25:45 2005 From: chris at cs.brandeis.edu (Christopher Allison) Date: Mon, 22 Aug 2005 18:25:45 -0400 Subject: [rt-users] Unsubscribe In-Reply-To: <002701c5a74f$b3d03970$800101df@JIMQVAIO> References: <002701c5a74f$b3d03970$800101df@JIMQVAIO> Message-ID: > From: "Jimq" > Date: August 22, 2005 3:28:35 PM EDT > To: > Subject: [rt-users] Unsubscribe To unsubscribe from rt-users you should visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users I believe you might also be able to unsubscribe by sending an email to rt-users-request at lists.bestpractical.com with message *body* consisting solely of the word: unsubscribe but I could be wrong about that. On Aug 22, 2005, at 3:28 PM, Jimq wrote: > James Queen, President > MultiMode Inc. > ?1900 Norfolk Street, Suite 350 > ?San Mateo, Ca. 94403 > jimq at multimodeinc.com > ?Office: (650) 292-4681 > ?Mobile: (408) 348-4903 > ?www.MultiModeInc.com > ??? > The information transmitted may contain confidential and/or privileged > material and is intended only for the private use of the person or > entity to which it is addressed. Any other use of this information is > prohibited. Also, if you received this in error, please contact the > sender and delete the information from any computer. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru chris at cs.brandeis.edu http://www.cs.brandeis.edu/~guru/ From ben at atomicmatrix.net Mon Aug 22 20:56:02 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Mon, 22 Aug 2005 20:56:02 -0400 Subject: [rt-users] RT Speed tweaking Message-ID: <20050823020230.EAC2D4D811E@diesel.bestpractical.com> I'm just now starting to play around with speeding up RT transaction display times (RT 3.4.2).. I've not gotten far but I did notice: In Ticket/Elements/ShowTransaction, Just after the <%INIT> section if you statically set $bgcolor, this takes the display time of a ticket of mine from between 13.8 and 12.8 seconds down to between 12.2 and 11.6 seconds. I'm about to log off for the night but wanted to drop this note in case someone has an idea about how to code that section to perform better. I'd initially thought of using hashes but there are several variables involved in the logic so that didn't seem appropriate. -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From anthony at olivero.us Tue Aug 23 00:23:34 2005 From: anthony at olivero.us (Tony Olivero) Date: Mon, 22 Aug 2005 23:23:34 -0500 Subject: [rt-users] Still having problems with Pod2Test Message-ID: <002501c5a79a$6d9412b0$6401a8c0@sugarland> Hello all, I installed the perl-Test-Inline-0.16-1 package and am still getting a problem with Pod2Test when I try to install Carp::Assert::More required by Test::WWW::Mechanize. I am using FastCGI. Any thoughts or suggestions? Thanks. Tony Olivero -------------- next part -------------- An HTML attachment was scrubbed... URL: From president at case.org.au Tue Aug 23 00:40:57 2005 From: president at case.org.au (Darrell Burkey) Date: Tue, 23 Aug 2005 14:40:57 +1000 (EST) Subject: [rt-users] Web access - self service only Message-ID: <36369.150.203.228.29.1124772057.squirrel@www.tucan.net> I've installed RT3 several times on both Linux and Solaris so I'm failry familiar with it but I've run in to a problem that is giving me grief. Running RT 3.4.3 MySQL 4.1.6 php4.4.0 as apache module Apache 1.3.33 Perl 5.8.6 on system Solaris 8 on Sun V120 Have installed serveral times and although all scripts run succesfully, when I log in to the web interface with the root user I get the self service page rather than the normal root user page with admin rights. I entered another user manually in to the database and had the same problem. I've compared all the data in the database to a working setup and can't see any differences at all. I'm really stumped on this one and would appreciate some help if anyone has seen this before. Thanks. -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~` Darrell Burkey President, CASE Inc http://www.case.org.au From todd at chaka.net Tue Aug 23 00:45:36 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 23 Aug 2005 00:45:36 -0400 Subject: [rt-users] Web access - self service only In-Reply-To: <36369.150.203.228.29.1124772057.squirrel@www.tucan.net> References: <36369.150.203.228.29.1124772057.squirrel@www.tucan.net> Message-ID: <20050823044536.GB21451@chaka.net> On Tue, Aug 23, 2005 at 02:40:57PM +1000, Darrell Burkey wrote: > > I've installed RT3 several times on both Linux and Solaris so I'm failry > familiar with it but I've run in to a problem that is giving me grief. > > Running > RT 3.4.3 > MySQL 4.1.6 > php4.4.0 as apache module > Apache 1.3.33 > Perl 5.8.6 on system > Solaris 8 on Sun V120 > > Have installed serveral times and although all scripts run succesfully, > when I log in to the web interface with the root user I get the self > service page rather than the normal root user page with admin rights. > > I entered another user manually in to the database and had the same problem. > > I've compared all the data in the database to a working setup and can't > see any differences at all. I'm really stumped on this one and would > appreciate some help if anyone has seen this before. Sounds like the problem is in your httpd.conf. Let's see the relevant parts... From pape-rt at inf.fu-berlin.de Tue Aug 23 02:09:29 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 23 Aug 2005 08:09:29 +0200 Subject: [rt-users] On resolve and correspondence only send one e-mail? In-Reply-To: References: Message-ID: <6428D02A022C6EFF63098002@idefix.mi.fu-berlin.de> Hello Kevin, --Am 22. August 2005 08:54:04 -0700 schrieb "O'Brien, Kevin" : > I found the answer to my own question. Use TransactionBatch. please can you share your solution. I tried on my own long time ago and did not complete it. Regards, Dirk. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From thomas at unbc.ca Tue Aug 23 02:33:56 2005 From: thomas at unbc.ca (Thomas Armstrong) Date: Mon, 22 Aug 2005 23:33:56 -0700 Subject: [rt-users] RT self service view - Required priveleges. Message-ID: <8FD9D015D273DA4BB2B7B220C4D7B269040B3F34@pg-adr-exch-01.adr.unbc.ca> I am currently trying to get the self service module of RT working for my site and noticed what looks like a security issue. When a user is granted the "ShowTicket" right, they are able to change the ticket id number in the url i.e. http:///SelfService/Display.html?id=32 to http:///SelfService/Display.html?id=33 and view a ticket that has been requested by another user. Is there a better way to approach this problem than granting the Everyone group the ShowTicket right? I would really prefer to only allow a user to see those tickets that belong to them. Thanks, Thomas -- Thomas Armstrong University Of Northern British Columbia Senior Systems Administrator Email: thomas at unbc.ca From bjorn at 247ms.com Tue Aug 23 03:02:12 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Tue, 23 Aug 2005 09:02:12 +0200 Subject: [rt-users] RT self service view - Required priveleges. Message-ID: <28612698BFE51241AB8EF079C3230A8B094925@EXC-1.247ms.com> > -----Original Message----- > I am currently trying to get the self service module of RT > working for my site and noticed what looks like a security > issue. When a user is granted the "ShowTicket" right, they > are able to change the ticket id number in the url i.e. > http:///SelfService/Display.html?id=32 > to http:///SelfService/Display.html?id=33 and view > a ticket that has been requested by another user. > > Is there a better way to approach this problem than granting > the Everyone group the ShowTicket right? I would really > prefer to only allow a user to see those tickets that belong to them. If you grant the ShowTicket in a queue or global context, that is the correct behaviour. You should grant the privilege to the role "Requestor". If you don't have an email address on an account, they wont be attached as requestor to the cases they make, so make sure people have email addresses on their accounts. Cheers, Bjorn From bjorn at 247ms.com Tue Aug 23 05:45:14 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Tue, 23 Aug 2005 11:45:14 +0200 Subject: [rt-users] Scrip for changing ownership on a case. Message-ID: <28612698BFE51241AB8EF079C3230A8B094953@EXC-1.247ms.com> > -----Original Message----- > I want our customers to be able to own cases, in which we > need a response from them. I have tried to do this by keeping > them "Unprivileged" and giving them the "Own Ticket" ACL. > > Now, I don't want customers to be able to Modify the ticket, > as they shouldn't be able to assign it to anyone or change it's queue. > > So in order for a customer to be able to return a ticket to > us once he has replied, I was thinking of running a scrip to do it. > > The scrip doesn't seem to work for various reasons though. > The user doesn't have the right to make the change to Nobody, > and I think I messed a few other things up too. > > Can somebody help me with this? Or maybe somebody been in the > same situation and solved it differently? After alot of fiddling and found some old maillist-posts, I ended up with this piece of code, if anyone else can use it: my $Actor = $self->TransactionObj->Creator; my $Owner = $self->TicketObj->OwnerObj->Id; return 1 unless $Actor == $Owner; return 1 if $self->TransactionObj->CreatorObj->Privileged; $self->TicketObj->_Set(Field => 'Owner', Value => $RT::Nobody->id); return 1; I put it in the wiki too.. Cheers, Bjorn From doogles at doogles.com Tue Aug 23 07:46:36 2005 From: doogles at doogles.com (doogles at doogles.com) Date: Tue, 23 Aug 2005 07:46:36 -0400 (EDT) Subject: [rt-users] how to disable inline display of attachments Message-ID: <20050823074409.H8705@spaceball1.doogles.com> >>> I'm using RT 3.2.1 and would like to disable the display of >>> attachments >>> inline in the main ticket display. >> What kind of attachments are they? > >The attachments are large text files (data) which nobody would ever >want to look at inline (not even the first few lines of each, although >that would be better than the whole thing). I've told the users to >start compressing them before attaching, which they should be doing >anyway. > >In my experience, attachments usually play a supporting role with >respect to the main message, and, even if the attachments are short, it >still is usually not appropriate to display them in-line in the main >ticket history. It makes the ticket history really hard to visually >scan if there are a bunch of comments and a bunch of in-line >attachments made at different times. This one goes back a ways (Nov, 2004) but I couldn't seem to find an answer. Like the original poster, MaxInlineBody doesn't do what I need, I just want to leave the .txt attachments as Attachments and not show them inline. Does anyone have a patch for this (RT 3.2.3) or can anyone point me in the right direction for what I need to modify? I'm no coder, but I've managed to hack in a few modifications that do what we need. From my amateur point of view, it appears text attachments and emails that come in text are stores text/plain meaning I can't handle this in ShowTransactionAttachments; it appears I'd need to handle this as the attachment came in? -jd From kar at webline.dk Tue Aug 23 09:01:38 2005 From: kar at webline.dk (Kaare Rasmussen) Date: Tue, 23 Aug 2005 15:01:38 +0200 Subject: [rt-users] Add a new CustomField Type? Message-ID: Is it easy to add a new CustomField Type? I'd like to add a custom date field, but the closest I can get with standard RT seems to be a "Enter one value" which translates to text only. Steps includes - Add a new entry "Enter one date value" to $CustomFieldObj->TypeComposite. How is this done? - Add a new Elements/EditCustomFieldDate. How do I add all functionality for a date field? RT can handle smart values like 'now'. - What else? Is it a completely wrong way to get date validation for a custom type? From scottchamings at gmail.com Tue Aug 23 09:52:20 2005 From: scottchamings at gmail.com (scottchamings at gmail.com) Date: Tue, 23 Aug 2005 23:22:20 +0930 Subject: [rt-users] Extract Custom Fields plugin not running Message-ID: <4fa9d8320508230652468d7207@mail.gmail.com> Hi, 2nd desperate plea for help on this one.. Running RT 3.0.10 on a Fedora Core 1 box. Had sucessful install of RT and Extract Custom Fields to read the details of a submitted web to email form. Suffered a hardware failure and lost lots of detail from RT database (specifically attachments etc). Extract Custome fields also stopped running. Reinstalled Extract Custom Fields to no avail. Noticed 2 lots of scrip actions, templates etc in RT. Cleaned out all references from RT databases using boith RT and manual database edits in Mysql Admin etc. Reinstalled Extract Custom Fields. Still not working. Noticed in syslogs that extract custom fields doesnt get mention during ticket processing (other scrip actions are listed though). Double checked config once again and looks to be set as per instructions in Extract Custom fields distribution. Any one got any ideas on where to start diagnosing??? Its got me stumped! Also I noticed that the scrip action pm file wasnt set for exec permissions, so tried setting that as per the other scrip action perl modeules but still no luck 8-( Thanks Scott From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Aug 23 09:45:03 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 23 Aug 2005 08:45:03 -0500 Subject: [rt-users] trouble with custom fields after upgrade Message-ID: <1124804703.15283.5.camel@cbacc-security3.mccombs.utexas.edu> I upgraded from 3.2.x to 3.4.2 and after the upgrade my custom field no longer shows up. I went to Global->Custom Fields and verified that the custom field is there and then enabled and disabled it. I then went to Queue->my queue->Ticket Custom Fields and made sure that the custom field was listed there and it was. I again enabled and disabled it to see if that would help. Still, the custom field does not show up in the list for old and new tickets in my queue. Any help would be appreciated. -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From ravin.mathoora at virtualaccess.com Tue Aug 23 10:09:54 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Tue, 23 Aug 2005 15:09:54 +0100 Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <20050823074409.H8705@spaceball1.doogles.com> Message-ID: <20050823141005.569893DC0@mail.virtualaccess.com> I would be interested to see the answer as well. I tried removing the attachment as part of the main body text, but the 'reply'/ticket information also disappears. Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of doogles at doogles.com Sent: 23 August 2005 12:47 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to disable inline display of attachments >>> I'm using RT 3.2.1 and would like to disable the display of >>> attachments >>> inline in the main ticket display. >> What kind of attachments are they? > >The attachments are large text files (data) which nobody would ever >want to look at inline (not even the first few lines of each, although >that would be better than the whole thing). I've told the users to >start compressing them before attaching, which they should be doing >anyway. > >In my experience, attachments usually play a supporting role with >respect to the main message, and, even if the attachments are short, it >still is usually not appropriate to display them in-line in the main >ticket history. It makes the ticket history really hard to visually >scan if there are a bunch of comments and a bunch of in-line >attachments made at different times. This one goes back a ways (Nov, 2004) but I couldn't seem to find an answer. Like the original poster, MaxInlineBody doesn't do what I need, I just want to leave the .txt attachments as Attachments and not show them inline. Does anyone have a patch for this (RT 3.2.3) or can anyone point me in the right direction for what I need to modify? I'm no coder, but I've managed to hack in a few modifications that do what we need. From my amateur point of view, it appears text attachments and emails that come in text are stores text/plain meaning I can't handle this in ShowTransactionAttachments; it appears I'd need to handle this as the attachment came in? -jd _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From tmaciak at ci.grand-rapids.mi.us Tue Aug 23 10:44:46 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Tue, 23 Aug 2005 10:44:46 -0400 Subject: [rt-users] REPLY with attachments - not working Message-ID: <"H0000c1a00466dad.1124808285.frozone.grand-rapids.mi.us*"@MHS> When our "owners" reply to a ticket, and include an attachment, the email reply is sent to the requestor However the attachment is not included in the email. Is this standard functionality? Or is there a flag I have to turn on somewhere to get the attachments included in the "reply" message? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From mengland at mengland.net Tue Aug 23 11:02:41 2005 From: mengland at mengland.net (Matt England) Date: Tue, 23 Aug 2005 10:02:41 -0500 Subject: [rt-users] Can the Search mechanism search ticket content? In-Reply-To: <430A0034.1080806@ece.cmu.edu> References: <6.1.2.0.2.20050821191504.05244008@127.0.0.1> <430A0034.1080806@ece.cmu.edu> Message-ID: <6.1.2.0.2.20050823100110.04ef6150@127.0.0.1> I'm a little confused here: I don't speak of the Query Builder. I refer to the regular "Search" button in the top-right corner of my RT 3.4.2 home page. There is no "Advanced" button there. I'd dearly like to have an Advanced button there. Did I miss something? -Matt At 8/22/2005 11:41 AM, Duncan Hutty wrote: >On 08/21/2005 08:16 PM, Matt England wrote: >>Can the Search mechanism search ticket content (instead of just the >>ticket title and whatever else it currently searches)? > >To do a full text search on the contents of the history fields, you will >need to add criteria to your query using the 'Advanced' section. > > 1. click advanced and add ' ContentType LIKE 'text/plain' AND > Content LIKE 'simple text you want to find here' > 2. click Apply > >Alternatively, you can modify use the Add Criteria box of Query Builder; >Content is in the same dropdown list as Subject From mengland at mengland.net Tue Aug 23 11:07:18 2005 From: mengland at mengland.net (Matt England) Date: Tue, 23 Aug 2005 10:07:18 -0500 Subject: [rt-users] How can I get ANY ticket change to notify an Owner? In-Reply-To: <430A1FF4.6080500@adonis.net> References: <6.1.2.0.2.20050821182949.049eb8f8@127.0.0.1> <4309112A.8070407@adonis.net> <6.1.2.0.2.20050821184851.0699a5d8@127.0.0.1> <43092341.6010709@adonis.net> <43092419.3080702@hermesinfotech.com> <6.1.2.0.2.20050821210523.06e0ee58@127.0.0.1> <430A1FF4.6080500@adonis.net> Message-ID: <6.1.2.0.2.20050823100315.06bc4bd8@127.0.0.1> At 8/22/2005 01:56 PM, Patrick Morris wrote: >Separate scrips would be easiest (and could be done just by flipping a few >drop-down boxes, rather than writing your own scrips). Which down-down boxes for what thing is rather unintuitive to me, as it stands right now. Scrip programming is a complete mystery to me at the moment. I've designed a lot of complex software-based systems in my day (typically regarding enterprise-data-storage systems), so I like to think I'm no complete dummy, but I have to admit that administering RT was far harder then I anticipated. However, I'm sticking with it, for it seems to be so simple and powerful for users, and the admin complexity seems completely hidden from users, which is the most-important part. I just have to figure out this "Scrip" magic to get it working the way I require. Back to reading the wiki when I can scrape together some free time I guess. Along with this: I'm bumping up my offer: $50 USD to whoever wants to spend 20-30 minutes with me over the phone to help get me up to speed on Scrips and a maybe a few other things. -Matt At 8/22/2005 01:56 PM, Patrick Morris wrote: >Matt England wrote: > >> >>>>Action: Notify Requesters >> >>Does this mean that only Requesters get notified? > > >Yes. Well, and AdminCCs, under the default configuration. > >>How does one notify Requesters and Owners with these changes? > > >Two scrips would be the easy way. > >>How about every stakeholder involved with the Ticket, including Owner, >>Request, Cc, AdminCC, etc? > > >Separate scrips would be easiest (and could be done just by flipping a few >drop-down boxes, rather than writing your own scrips). > >>>Transaction would be better, but might need tweaking for all possible >>>changes. It doesn't, by default, include Priority, among others. >> >> >>How do I do this tweaking? > > >Configuration->Global->Templates, then click the one you want to edit. From jesse at bestpractical.com Tue Aug 23 11:58:26 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 11:58:26 -0400 Subject: [rt-users] RT self service view - Required priveleges. In-Reply-To: <8FD9D015D273DA4BB2B7B220C4D7B269040B3F34@pg-adr-exch-01.adr.unbc.ca> References: <8FD9D015D273DA4BB2B7B220C4D7B269040B3F34@pg-adr-exch-01.adr.unbc.ca> Message-ID: <20050823155826.GZ31788@bestpractical.com> On Mon, Aug 22, 2005 at 11:33:56PM -0700, Thomas Armstrong wrote: > I am currently trying to get the self service module of RT working for > my site and noticed what looks like a security issue. When a user is > granted the "ShowTicket" right, they are able to change the ticket id > number in the url i.e. http:///SelfService/Display.html?id=32 > to http:///SelfService/Display.html?id=33 and view a ticket > that has been requested by another user. > > Is there a better way to approach this problem than granting the > Everyone group the ShowTicket right? I would really prefer to only allow > a user to see those tickets that belong to them. Yes, grant the Requestor group the ShowTicket right. > > Thanks, > > Thomas > > -- > Thomas Armstrong > University Of Northern British Columbia > Senior Systems Administrator > Email: thomas at unbc.ca > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From ed_santora at harvard.edu Tue Aug 23 11:53:54 2005 From: ed_santora at harvard.edu (Ed Santora) Date: Tue, 23 Aug 2005 11:53:54 -0400 Subject: [rt-users] Log::Dispatch error In-Reply-To: <3C4CFDC5.4060205@triumph2005.com> References: <3C4CFDC5.4060205@triumph2005.com> Message-ID: <4E8350DCBBEB71D7DFE769B4@[10.103.0.196]> Hi, I just upgraded to RT 3.4.3 from 3.0.11 on Solaris. I keep getting the following error on the screen: error: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 and this error in the web log: Tue Aug 23 11:42:17 2005] [error] [client xxx.xxx.xx.xxx] FastCGI: server "/home/web/sites/rt/rt3/bin/mason_handler.fcgi" stderr: unix dgram connect: Socket operation on non-socket at /usr/local/lib/perl5/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 I have the following in both RT_SiteConfig.pm and RT_Config.pm: # Mail loops will generate a critical log message. Set($LogToSyslog , undef); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/home/web/sites/rt/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log # On Solaris or UnixWare, set to ( socket => 'inet' ). Options here # override any other options RT passes to Log::Dispatch::Syslog. # Other interesting flags include facility and logopt. (See the # Log::Dispatch::Syslog documentation for more information.) (Maybe # ident too, if you have multiple RT installations.) @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); I've tried commenting out the last line above, but I'm still getting the error. Any help would be greatly appreciated. Thanks! -Ed Ed Santora, System Administrator Harvard University, Academic Computing Division of Continuing Education From darkfalz at gmail.com Tue Aug 23 12:46:56 2005 From: darkfalz at gmail.com (falz) Date: Tue, 23 Aug 2005 11:46:56 -0500 Subject: [rt-users] Re: CustomField shared between Tickets, Groups, Users, Etc In-Reply-To: References: Message-ID: On 8/22/05, falz wrote: > On 8/22/05, falz wrote: > > It appears that when you create a custom field, it can only exist in > > one of the following: Tickets, Groups, Users, Ticket Transactions, > > (and in my case Assets, since I'm using the AT addon) > > > > I have a customfield called "Customer" that is an export from another > > database that contains a customer name and a unique serial #. I use > > this for "Tickets" right now, and would like to use it for "Assets" as > > well. Until this point, I didn't realize that CustomFields are for one > > thing or the other. The way the database appears to be laid out, the > > CustomField column in CustomFieldValues permits only a single # > > assigned to it, so I can't "share". > > > > Anyone know of a way to get this working without duplicating my > > database import to have the same data, but a CustomField column entry > > # for both CustomFields? > > > Another note, it appears that if the LookupType column in the > CustomFields database supported more than one type, this would work. I > haven't attempted this yet. Has anyone else? :) No one's had the need to share a custom field between items such as Tickets, Assets, Groups, Users? Is anyone else using an import from another database as an identifier in some way? If this is not possible, can RT call to an external database for a customfield, isntead of reading from its local CustomFieldValues table? --falz From jesse at bestpractical.com Tue Aug 23 13:39:07 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 13:39:07 -0400 Subject: [rt-users] Problem upgrading from 3.4.3 to 3.5.2 In-Reply-To: <4309A5C4.5090901@lboro.ac.uk> References: <4309A5C4.5090901@lboro.ac.uk> Message-ID: <20050823173907.GF31788@bestpractical.com> On Mon, Aug 22, 2005 at 11:15:32AM +0100, Stewart Tranter wrote: > Hello Everyone, > > We're trying to upgrade from 3.4.3 to 3.5.2 and we have encountered > problems. The "make upgrade" seems to work fine, but when we run > > /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > --action schema --datadir etc/upgrade/3.5.1 > > we get the error: > > Creating database schema. > Couldn't find schema file for mysql > > The only item in etc/upgrade whose name is greater than > our previously installed RT version is 3.5.1. I thought we'd cleaned up that error message. But the short version is "that's not a problem. there were no schema changes." It should be safe to ignore. > Can anyone point us in the right direction? > > Stewart From akos.torok at docca.hu Tue Aug 23 13:48:37 2005 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Tue, 23 Aug 2005 19:48:37 +0200 Subject: [rt-users] REPLY with attachments - not working In-Reply-To: <"H0000c1a00466dad.1124808285.frozone.grand-rapids.mi.us*"@MHS> References: <"H0000c1a00466dad.1124808285.frozone.grand-rapids.mi.us*"@MHS> Message-ID: <430B6175.50501@docca.hu> I've written a patch for (almost) the same problem (but not tested yet - as Jesse asked), see RT-devel list: [PATCH] forwarding attachments on web UI for RT3.4.2, 3.4.3 ?kos tmaciak at ci.grand-rapids.mi.us wrote: >When our "owners" reply to a ticket, and include an attachment, the email reply is sent to the requestor >However the attachment is not included in the email. Is this standard functionality? Or is there a flag >I have to turn on somewhere to get the attachments included in the "reply" message? > > >T.J. Maciak > >Internet/Intranet Developer >Department of IT >City of Grand Rapids >P: (616)456-3713 >F: (616)456-3448 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From robert at thebellfamily.com Tue Aug 23 13:42:21 2005 From: robert at thebellfamily.com (Robert Bell) Date: Tue, 23 Aug 2005 10:42:21 -0700 Subject: [rt-users] RT 3.4.3 FastCGI Error Message-ID: <430B5FFD.6000100@thebellfamily.com> I get this on every request. Can anyone suggest a solution? [Mon Aug 22 16:08:45 2005] [error] [client 10.100.0.156] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Resolver/File.pm line 52., referer: http:///rt/ ________________________________ Mt RT Setup: * RedHat Ent. Linux 4 U1 2.6.9-11.EL #1 Fri May 20 18:17:57 EDT 2005 i686 i686 i386 GNU/Linux * RT $VERSION = '3.4.3'; * DBIx::SearchBuilder 1.3.1 * Server version: Apache/2.0.52 Server built: Jul 8 2005 13:55:46 * using FastCGI, FCGI-0.67 / CGI::Fast 1.05 * mysql Ver 14.7 Distrib 4.1.10a, for redhat-linux-gnu (i386) * This is perl, v5.8.5 built for i386-linux-thread-multi From robert at thebellfamily.com Tue Aug 23 13:43:37 2005 From: robert at thebellfamily.com (Robert Bell) Date: Tue, 23 Aug 2005 10:43:37 -0700 Subject: [rt-users] RT 3.4.4 + RTFM 2.0.4 Message-ID: <430B6049.2010601@thebellfamily.com> Sorry for the cross-post I wasn't sure which list handled RTFM user issues. I have installed RTFM 2.04 per the instructions and I have two problems. I've seen this in the archive and on Google but have not seen a resolution. Any help would be greatly appreciated. 1. RTFM does not show up in the left column. Screen shots seem to indicate this should happen. 2. if I access /rt/RTFM directly I get the following error; probably a symptom of #1? error: Can't locate object method "new" via package "RT::FM::ArticleCollection" (perhaps you forgot to load "RT::FM::ArticleCollection"?) at /opt/rt3/share/html/RTFM/Elements/NewestArticles line 60. context: ... 56: <%INIT> 57: my $rows = 10; 58: my $i; 59: my $MyArticles; 60: $MyArticles = new RT::FM::ArticleCollection ($session{'CurrentUser'}); 61: $MyArticles->UnLimit; 62: $MyArticles->RowsPerPage($rows); 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); 64: ... code stack: /opt/rt3/share/html/RTFM/Elements/NewestArticles:60 /opt/rt3/share/html/RTFM/index.html:24 /opt/rt3/share/html/autohandler:215 ________________________________ Mt RT Setup: * RedHat Ent. Linux 4 U1 2.6.9-11.EL #1 Fri May 20 18:17:57 EDT 2005 i686 i686 i386 GNU/Linux * RT $VERSION = '3.4.3'; * DBIx::SearchBuilder 1.3.1 * Server version: Apache/2.0.52 Server built: Jul 8 2005 13:55:46 * using FastCGI, FCGI-0.67 / CGI::Fast 1.05 * mysql Ver 14.7 Distrib 4.1.10a, for redhat-linux-gnu (i386) * This is perl, v5.8.5 built for i386-linux-thread-multi From graham at historicalengineering.com Tue Aug 23 07:54:51 2005 From: graham at historicalengineering.com (Graham Briggs) Date: Tue, 23 Aug 2005 12:54:51 +0100 Subject: [rt-users] RT and customer relations In-Reply-To: <20050822193632.GX31788@bestpractical.com> References: <200508221726.24003.su@inubit.com> <20050822154158.034CA3DC6@mail.virtualaccess.com> <20050822193632.GX31788@bestpractical.com> Message-ID: On 22 Aug 2005, at 20:36, Jesse Vincent wrote: > All that being said, the community thrives because people choose to > share their work and I'd strongly encourage you to publish your > changes > and extensions to RT. I've made internal modifications to RT 3.4.2 to not use a table-based layout, but instead use a CSS based layout. It isn't XHTML 1.0 Strict compliant or anything, but it does the job. You can see a screenshot or two of what I've done at: http://homepage.ntlworld.com/lucysprite/RT/ The alterations weren't that many in the end, I've kept the general look and feel. Of course I've added a couple of custom fields in the above screenshot, with nice CSS backgrounds (the boss wanted coloured backgrounds, I gave him coloured backgrounds). Would people be interested in the modifications I've made (took two days last week, from no prior experience with RT, the ability to override is very useful, although I'm worried about upgrades to RT being awkward)? If so, what is the best way to submit modifications? Also any comments would be appreciated :) Cheers, Graham From btmanmeh at verizon.net Tue Aug 23 15:57:18 2005 From: btmanmeh at verizon.net (Max) Date: Tue, 23 Aug 2005 15:57:18 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem Message-ID: <430B7F9E.2090607@verizon.net> Hi, I successfully installed RT 3.4.2 several months ago on a CentOS 4 system. I used the RHEL4 install guide located on the Wiki to perfect success with Postgresql. Since then, I've even upgraded to 3.4.3 with no problems, installed RTFM, etc. I haven't had any issues with the working box. I'm attempting to duplicate a testserver setup using the same CentOS 4 server OS. I cannot get 3.4.2 or 3.4.3 to load properly using the exact same system. I've tried with Postgresql and Mysql to no avail. I've duplicated all installed packages as the working machine, followed the exact same steps on the wiki, etc. By using the perl sbin/rt-test-dependencies setup, Perl keeps going only so far as to stop at the end with the following missing packages: [root at testserver rt-3.4.3]# perl sbin/rt-test-dependencies --with-postgresql --with-fastcgi --verbose | grep MISSING DBIx::SearchBuilder 1.26...MISSING WWW::Mechanize ...MISSING Test::WWW::Mechanize ...MISSING These absolutely will not install without a force. I went back to my working machine and was able to locate around 75 Perl packages that I have installed, that have newer versions available. So, when I'm attempting to load it now, it's dragging down the latest versions. I'm wondering if something with the Perl dependencies has changed, or if anyone else has experienced anything similar? Thanks, Max From glasser at bestpractical.com Tue Aug 23 16:00:09 2005 From: glasser at bestpractical.com (David Glasser) Date: Tue, 23 Aug 2005 16:00:09 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <430B7F9E.2090607@verizon.net> References: <430B7F9E.2090607@verizon.net> Message-ID: On Aug 23, 2005, at 3:57 PM, Max wrote: > [root at testserver rt-3.4.3]# perl sbin/rt-test-dependencies --with- > postgresql --with-fastcgi --verbose | grep MISSING > DBIx::SearchBuilder 1.26...MISSING > WWW::Mechanize ...MISSING > Test::WWW::Mechanize ...MISSING > > These absolutely will not install without a force. If the problem you were having was that these three modules would not pass tests, perhaps you should give more details? --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From bjorn at 247ms.com Tue Aug 23 16:47:52 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Tue, 23 Aug 2005 22:47:52 +0200 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem Message-ID: <28612698BFE51241AB8EF079C3230A8B0949C2@EXC-1.247ms.com> > -----Original Message----- > By using the perl sbin/rt-test-dependencies setup, Perl keeps > going only so far as to stop at the end with the following > missing packages: > > [root at testserver rt-3.4.3]# perl sbin/rt-test-dependencies > --with-postgresql --with-fastcgi --verbose | grep MISSING > DBIx::SearchBuilder 1.26...MISSING > WWW::Mechanize ...MISSING > Test::WWW::Mechanize ...MISSING I had problems with the last two as well recently.. I don't know if it was wise or not, but I did a "force install" from within CPAN, and it ended up working. Haven't seen any errors due to this, yet anyways. Cheers, Bjorn From jesse at bestpractical.com Tue Aug 23 16:50:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 16:50:03 -0400 Subject: [rt-users] RT and customer relations In-Reply-To: References: <200508221726.24003.su@inubit.com> <20050822154158.034CA3DC6@mail.virtualaccess.com> <20050822193632.GX31788@bestpractical.com> Message-ID: <20050823205002.GU31788@bestpractical.com> On Tue, Aug 23, 2005 at 12:54:51PM +0100, Graham Briggs wrote: > > On 22 Aug 2005, at 20:36, Jesse Vincent wrote: > >All that being said, the community thrives because people choose to > >share their work and I'd strongly encourage you to publish your > >changes > >and extensions to RT. > > I've made internal modifications to RT 3.4.2 to not use a table-based > layout, but instead use a CSS based layout. It isn't XHTML 1.0 Strict > compliant or anything, but it does the job. Oh. We've already done this and quite a bit more to switch RT over to an entirely CSS-based layout in RT 3.5. (3.5.2 is currently available) I'd love to hear how well the new semantic markup works for you. (And if you want to contribute another stylesheet for others to use, that'd be neat, too). There's still some tweaking going on, but I think we're getitng there. Jesse From jesse at bestpractical.com Tue Aug 23 16:58:01 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 16:58:01 -0400 Subject: [rt-users] Question about User->PGPKey In-Reply-To: <20050822202631.GH31836@vagabond> References: <20050822202631.GH31836@vagabond> Message-ID: <20050823205801.GX31788@bestpractical.com> On Mon, Aug 22, 2005 at 10:26:31PM +0200, Jan Hudec wrote: > Hello, > > During debugging of Auth::GnuPG enahncement I've noticed that there is > User->PGPKey defined, but is does not seem to be possible to set it anywhere > in the web interface. What was the plan with this field? The field has been there for a couple years. We've never used it ;) > > That is I currently have a modified Auth::GnuPG, that, after veryfying the > signature looks for "Keys" custom field of the user and compares the key-id > (unfortunately it only returns the short key-id) to values of that field. If > it matches, that user is authenticated. Otherwise, the mail is rejected. My > keydir contains gpg.conf with 'keyserver' option, so the actual keys are > downloaded and the IDs are then verified. What we've generally recommended was that you not use a keyserver and _DO_ keep all your trusted keys in the keyring. It just feels easier to maintain for us. Jesse > So I wanted to know, if the 'PGPKey' field was meant to be used like this, or > how it was meant to be used. > > -- > Jan 'Bulb' Hudec > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From bulb at ucw.cz Tue Aug 23 17:12:22 2005 From: bulb at ucw.cz (Jan Hudec) Date: Tue, 23 Aug 2005 23:12:22 +0200 Subject: [rt-users] Question about User->PGPKey In-Reply-To: <20050823205801.GX31788@bestpractical.com> References: <20050822202631.GH31836@vagabond> <20050823205801.GX31788@bestpractical.com> Message-ID: <20050823211221.GA21870@vagabond> On Tue, Aug 23, 2005 at 16:58:01 -0400, Jesse Vincent wrote: > > > > On Mon, Aug 22, 2005 at 10:26:31PM +0200, Jan Hudec wrote: > > Hello, > > > > During debugging of Auth::GnuPG enahncement I've noticed that there is > > User->PGPKey defined, but is does not seem to be possible to set it anywhere > > in the web interface. What was the plan with this field? > > The field has been there for a couple years. We've never used it ;) > > > > > > That is I currently have a modified Auth::GnuPG, that, after veryfying the > > signature looks for "Keys" custom field of the user and compares the key-id > > (unfortunately it only returns the short key-id) to values of that field. If > > it matches, that user is authenticated. Otherwise, the mail is rejected. My > > keydir contains gpg.conf with 'keyserver' option, so the actual keys are > > downloaded and the IDs are then verified. > > What we've generally recommended was that you not use a keyserver and > _DO_ keep all your trusted keys in the keyring. It just feels easier to > maintain for us. Well, I think in many cases one can let the users provide their keys themselves. They have to provide the keys if they want to use the mail gate and they would be against themselves to provide key ids they don't control. In such cases, letting users to provide the keys makes things easier. I don't claim it's always the case, but there is certainly a use for it. Note, that I had to add custom fields to preferences too, so users with ModifySelf and ModifyCustomField for a field can modify that field on themselves (that is even if they don't have config tab visible). -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jesse at bestpractical.com Tue Aug 23 17:21:46 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 17:21:46 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050819115053.F12667@cgi.jachomes.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> Message-ID: <20050823212146.GH31788@bestpractical.com> On Fri, Aug 19, 2005 at 11:50:53AM -0400, Jay R. Ashworth wrote: > On Wed, Aug 17, 2005 at 12:52:33PM -0500, Kelly F. Hickel wrote: > > I just put on the wiki a set of changes to allow call center folks to > > chose a requestor from a drop down list when creating a ticket, as > > opposed to typing in the email address. It's at the URL below in case > > someone else can use it. > > > > http://wiki.bestpractical.com/index.cgi?SelectRequestor > > Oh, yum. :-) > > We're a contract house; this is exactly what I needed. I want to pull > it from a client list file, but I'm sure I can figure out a way to get > there from your script. > > Thanks. > > Any chance that will go mainline, Jesse? Not a chance: " It uses javascript, so your browser must have that enabled. The page " that gets built ends up having every user in your database, so this may " not work well for you if you have thousands of users. I'd be quite curious to see a version that uses livesearch to 1) not break the experience for users without javascript and 2) doesn't build a list of every user in the system for every page with a select requestor widget. We _do_ have a create ticket variant with user search built in that we'll mainline when we get a chance. From jesse at bestpractical.com Tue Aug 23 17:42:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 17:42:53 -0400 Subject: [rt-users] Question about User->PGPKey In-Reply-To: <20050823211221.GA21870@vagabond> References: <20050822202631.GH31836@vagabond> <20050823205801.GX31788@bestpractical.com> <20050823211221.GA21870@vagabond> Message-ID: <20050823214253.GO31788@bestpractical.com> On Tue, Aug 23, 2005 at 11:12:22PM +0200, Jan Hudec wrote: > > Well, I think in many cases one can let the users provide their keys > themselves. They have to provide the keys if they want to use the mail gate > and they would be against themselves to provide key ids they don't control. > In such cases, letting users to provide the keys makes things easier. > > I don't claim it's always the case, but there is certainly a use for it. Fair enough. I'd love to hear how it works out for you. I bet other folks would too :) Jesse > > Note, that I had to add custom fields to preferences too, so users with > ModifySelf and ModifyCustomField for a field can modify that field on > themselves (that is even if they don't have config tab visible). > > -- > Jan 'Bulb' Hudec -- From Kevin.OBrien at sonyconnect.com Tue Aug 23 18:08:38 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Tue, 23 Aug 2005 15:08:38 -0700 Subject: [rt-users] On resolve and correspondence only send one e-mail? Message-ID: I thought I had until I just realized that just clicking the Update.html link (Reply, Resolve, Comment) it triggers any On Correspond scrip I have. It appears that every time Update.html is called it creates a Comment or Correspond transaction and is immediately deleted from the database. So when I turn on TransactionBatch for On Correspond (or On Comment) those scrips are triggered. Two questions for everyone: 1) Why does loading Update.html create a Correspond or Comment transaction? 2) Is there anyway around this behavior? -=Kevin=- -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dirk Pape Sent: Monday, August 22, 2005 11:09 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] On resolve and correspondence only send one e-mail? Hello Kevin, --Am 22. August 2005 08:54:04 -0700 schrieb "O'Brien, Kevin" : > I found the answer to my own question. Use TransactionBatch. please can you share your solution. I tried on my own long time ago and did not complete it. Regards, Dirk. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From btmanmeh at verizon.net Tue Aug 23 18:09:05 2005 From: btmanmeh at verizon.net (Max) Date: Tue, 23 Aug 2005 18:09:05 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: References: <430B7F9E.2090607@verizon.net> Message-ID: <430B9E81.9020508@verizon.net> David Glasser wrote: > If the problem you were having was that these three modules would not > pass tests, perhaps you should give more details? When I attempt to install DBIx::SearchBuilder I get this error: make[1]: Leaving directory `/root/.cpan/build/Test-Simple-0.60' /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force *** Test::More installation failed. *** ExtUtils::AutoInstall installation finished. PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t t/01basics.t t/01nocap_api.t t/01records.t t/01searches.t t/02records_object.t t/03rebless.t t/10schema.t t/11schema_records.t t/pod.t t/00.load.............ok 1/12 skipped: DBD::Oracle is not installed t/01basics............ok t/01nocap_api.........skipped all skipped: capitalization pragma is not installed t/01records...........ok 130/130 skipped: various reasons t/01searches..........ok 118/118 skipped: various reasons t/02records_object....ok 22/22 skipped: various reasons t/03rebless...........ok 8/8 skipped: various reasons t/10schema............ok 2/31Warning: Use of "require" without parentheses is ambiguous at (eval 14) line 2. t/10schema............NOK 3# Failed test (t/10schema.t at line 25) # Tried to require 't/testmodels.pl'. # Error: Search pattern not terminated at (eval 14) line 2. t/10schema............ok 31/31# Looks like you failed 1 tests of 31. t/10schema............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 3 Failed 1/31 tests, 96.77% okay (less 28 skipped tests: 2 okay, 6.45%) t/11schema_records....ok 126/126 skipped: various reasons t/pod.................ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/10schema.t 1 256 31 1 3.23% 3 1 test and 433 subtests skipped. Failed 1/10 test scripts, 90.00% okay. 1/470 subtests failed, 99.79% okay. make: *** [test_dynamic] Error 255 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force When I try to load Test::WWW::Mechanize or WWW::Mechanize I get this: CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Mon, 22 Aug 2005 23:08:52 GMT Running install for module Test::WWW::Mechanize Running make for P/PE/PETDANCE/Test-WWW-Mechanize-1.06.tar.gz CPAN: Digest::MD5 loaded ok Checksum for /root/.cpan/sources/authors/id/P/PE/PETDANCE/Test-WWW-Mechanize-1.06.tar.gz ok Scanning cache /root/.cpan/build for sizes Test-WWW-Mechanize-1.06/ Test-WWW-Mechanize-1.06/Changes Test-WWW-Mechanize-1.06/Makefile.PL Test-WWW-Mechanize-1.06/MANIFEST Test-WWW-Mechanize-1.06/Mechanize.pm Test-WWW-Mechanize-1.06/META.yml Test-WWW-Mechanize-1.06/README Test-WWW-Mechanize-1.06/t/ Test-WWW-Mechanize-1.06/t/00load.t Test-WWW-Mechanize-1.06/t/content_contains.t Test-WWW-Mechanize-1.06/t/content_lacks.t Test-WWW-Mechanize-1.06/t/follow_link_ok.t Test-WWW-Mechanize-1.06/t/get_ok-parms.t Test-WWW-Mechanize-1.06/t/get_ok.t Test-WWW-Mechanize-1.06/t/has_tag.t Test-WWW-Mechanize-1.06/t/html/ Test-WWW-Mechanize-1.06/t/html/badlinks.html Test-WWW-Mechanize-1.06/t/html/form.html Test-WWW-Mechanize-1.06/t/html/goodlinks.html Test-WWW-Mechanize-1.06/t/link_content.t Test-WWW-Mechanize-1.06/t/link_status.t Test-WWW-Mechanize-1.06/t/links_ok.t Test-WWW-Mechanize-1.06/t/new.t Test-WWW-Mechanize-1.06/t/page_links_content.t Test-WWW-Mechanize-1.06/t/page_links_ok.t Test-WWW-Mechanize-1.06/t/pod-coverage.t Test-WWW-Mechanize-1.06/t/pod.t Test-WWW-Mechanize-1.06/t/stuff_inputs.t Removing previously used /root/.cpan/build/Test-WWW-Mechanize-1.06 CPAN.pm: Going to build P/PE/PETDANCE/Test-WWW-Mechanize-1.06.tar.gz Checking if your kit is complete... Looks good Writing Makefile for Test::WWW::Mechanize ---- Unsatisfied dependencies detected during [P/PE/PETDANCE/Test-WWW-Mechanize-1.06.tar.gz] ----- WWW::Mechanize Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites Running install for module WWW::Mechanize Running make for P/PE/PETDANCE/WWW-Mechanize-1.12.tar.gz Checksum for /root/.cpan/sources/authors/id/P/PE/PETDANCE/WWW-Mechanize-1.12.tar.gz ok WWW-Mechanize-1.12/ WWW-Mechanize-1.12/Changes WWW-Mechanize-1.12/MANIFEST WWW-Mechanize-1.12/META.yml WWW-Mechanize-1.12/lib/ WWW-Mechanize-1.12/lib/WWW/ WWW-Mechanize-1.12/lib/WWW/Mechanize/ WWW-Mechanize-1.12/lib/WWW/Mechanize/Image.pm WWW-Mechanize-1.12/lib/WWW/Mechanize/FAQ.pod WWW-Mechanize-1.12/lib/WWW/Mechanize/Examples.pod WWW-Mechanize-1.12/lib/WWW/Mechanize/Cookbook.pod WWW-Mechanize-1.12/lib/WWW/Mechanize/Link.pm WWW-Mechanize-1.12/lib/WWW/Mechanize.pm WWW-Mechanize-1.12/bin/ WWW-Mechanize-1.12/bin/mech-dump WWW-Mechanize-1.12/etc/ WWW-Mechanize-1.12/etc/www-mechanize-logo.png WWW-Mechanize-1.12/t/ WWW-Mechanize-1.12/t/warn.t WWW-Mechanize-1.12/t/image-parse.t WWW-Mechanize-1.12/t/pod.t Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/00.load.t t/add_header.t t/aliases.t t/area_link.t t/autocheck.t t/clone.t t/die.t t/field.t t/find_image.t t/find_link-warnings.t t/find_link.t t/form-parsing.t t/frames.t t/image-new.t t/image-parse.t t/link-base.t t/link-relative.t t/link.t t/mech-dump.t t/new.t t/pod-coverage.t t/pod.t t/regex-error.t t/select.t t/taint.t t/tick.t t/upload.t t/warn.t t/warnings.t t/local/back.t t/local/click.t t/local/click_button.t t/local/failure.t t/local/follow.t t/local/form.t t/local/get.t t/local/overload.t t/local/page_stack.t t/local/referer.t t/local/reload.t t/local/submit.t t/live/back.t t/live/click.t t/live/follow.t t/live/follow_link.t t/live/form.t t/live/get.t t/live/reload.t t/live/submit.t t/00.load...............ok t/add_header............ok t/aliases...............ok t/area_link.............ok t/autocheck.............ok t/clone.................ok t/autocheck.............ok t/clone.................ok t/die...................ok t/field.................ok t/find_image............ok t/find_link-warnings....ok t/find_link.............ok t/form-parsing..........ok t/frames................ok t/image-new.............ok t/image-parse...........ok t/link-base.............ok t/link-relative.........ok t/link..................ok t/live/back.............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 12 Failed 1/32 tests, 96.88% okay t/live/click............ok t/live/follow...........ok t/live/follow_link......ok t/live/form.............ok t/live/get..............dubious Test returned status 9 (wstat 2304, 0x900) DIED. FAILED tests 15-17, 19-22, 24-25 Failed 9/26 tests, 65.38% okay t/live/reload...........ok t/live/submit...........ok t/local/back............ok t/local/click...........ok t/local/click_button....ok t/local/failure.........ok t/local/follow..........ok t/local/form............ok t/local/get.............ok t/local/overload........ok t/local/page_stack......ok t/local/referer.........ok t/local/page_stack......ok t/local/referer.........ok t/local/reload..........ok t/local/submit..........ok t/mech-dump.............ok t/new...................ok t/pod-coverage..........ok t/pod...................ok t/regex-error...........ok t/select................ok t/taint.................skipped all skipped: Test::Taint required for checking taintedness t/tick..................ok t/upload................ok t/warn..................ok t/warnings..............ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/live/back.t 1 256 32 1 3.12% 12 t/live/get.t 9 2304 26 9 34.62% 15-17 19-22 24-25 1 test skipped. /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Running make for P/PE/PETDANCE/Test-WWW-Mechanize-1.06.tar.gz Is already unwrapped into directory /root/.cpan/build/Test-WWW-Mechanize-1.06 CPAN.pm: Going to build P/PE/PETDANCE/Test-WWW-Mechanize-1.06.tar.gz cp Mechanize.pm blib/lib/Test/WWW/Mechanize.pm Manifying blib/man3/Test::WWW::Mechanize.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/00load................dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 1 Failed 1/1 tests, 0.00% okay DIED. FAILED test 1 Failed 1/1 tests, 0.00% okay t/content_contains......dubious Test returned status 4 (wstat 1024, 0x400) DIED. FAILED tests 1, 3-5 Failed 4/5 tests, 20.00% okay t/content_lacks.........dubious Test returned status 4 (wstat 1024, 0x400) DIED. FAILED tests 1, 3-5 Failed 4/5 tests, 20.00% okay t/follow_link_ok........dubious Test returned status 5 (wstat 1280, 0x500) DIED. FAILED tests 1, 3-6 Failed 5/6 tests, 16.67% okay t/get_ok-parms..........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-16 Failed 16/16 tests, 0.00% okay t/get_ok................dubious Test returned status 10 (wstat 2560, 0xa00) DIED. FAILED tests 1, 3-11 Failed 10/11 tests, 9.09% okay t/has_tag...............dubious Test returned status 6 (wstat 1536, 0x600) DIED. FAILED tests 1, 3-7 Failed 6/7 tests, 14.29% okay t/link_content..........dubious Test returned status 8 (wstat 2048, 0x800) DIED. FAILED tests 1, 3-9 Failed 8/9 tests, 11.11% okay t/link_status...........dubious Test returned status 7 (wstat 1792, 0x700) DIED. FAILED tests 1, 3-8 Failed 7/8 tests, 12.50% okay t/links_ok..............dubious Test returned status 7 (wstat 1792, 0x700) DIED. FAILED tests 1, 3-8 Failed 7/8 tests, 12.50% okay DIED. FAILED tests 1, 3-8 Failed 7/8 tests, 12.50% okay t/new...................dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-7 Failed 7/7 tests, 0.00% okay t/page_links_content....dubious Test returned status 8 (wstat 2048, 0x800) DIED. FAILED tests 1, 3-9 Failed 8/9 tests, 11.11% okay t/page_links_ok.........dubious Test returned status 4 (wstat 1024, 0x400) DIED. FAILED tests 1, 3-5 Failed 4/5 tests, 20.00% okay t/pod-coverage..........ok t/pod...................ok t/stuff_inputs..........dubious Test returned status 2 (wstat 512, 0x200) DIED. FAILED tests 1, 3 Failed 2/3 tests, 33.33% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/00load.t 1 256 1 1 100.00% 1 t/content_contains.t 4 1024 5 7 140.00% 1 3-5 t/content_lacks.t 4 1024 5 7 140.00% 1 3-5 t/follow_link_ok.t 5 1280 6 9 150.00% 1 3-6 t/get_ok-parms.t 255 65280 16 31 193.75% 1-16 t/get_ok.t 10 2560 11 19 172.73% 1 3-11 t/has_tag.t 6 1536 7 11 157.14% 1 3-7 t/link_content.t 8 2048 9 15 166.67% 1 3-9 t/link_status.t 7 1792 8 13 162.50% 1 3-8 t/links_ok.t 7 1792 8 13 162.50% 1 3-8 t/new.t 255 65280 7 13 185.71% 1-7 t/page_links_content.t 8 2048 9 15 166.67% 1 3-9 t/page_links_ok.t 4 1024 5 7 140.00% 1 3-5 t/stuff_inputs.t 2 512 3 3 100.00% 1 3 /usr/bin/make test -- NOT OK Running make install /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Up above it said about Test::More not installing. I tried to install that just to get even more errors. From jra at baylink.com Tue Aug 23 18:57:20 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 23 Aug 2005 18:57:20 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050823212146.GH31788@bestpractical.com>; from Jesse Vincent on Tue, Aug 23, 2005 at 05:21:46PM -0400 References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> <20050823212146.GH31788@bestpractical.com> Message-ID: <20050823185720.L5313@cgi.jachomes.com> On Tue, Aug 23, 2005 at 05:21:46PM -0400, Jesse Vincent wrote: > > > http://wiki.bestpractical.com/index.cgi?SelectRequestor > > > > Oh, yum. :-) > > > > We're a contract house; this is exactly what I needed. I want to pull > > it from a client list file, but I'm sure I can figure out a way to get > > there from your script. > > > > Any chance that will go mainline, Jesse? > > Not a chance: > " It uses javascript, so your browser must have that enabled. The page > " that gets built ends up having every user in your database, so this may > " not work well for you if you have thousands of users. > > I'd be quite curious to see a version that uses livesearch to 1) not > break the experience for users without javascript and 2) doesn't build a > list of every user in the system for every page with a select requestor > widget. By livesearch, are you referring to some implementation of AJAX? No, I guess AJAX requires JS as well. > We _do_ have a create ticket variant with user search built in that > we'll mainline when we get a chance. It's not the search that I need (and that I think someone else said they needed as well): it's *grouping*. I want the ticket to belong to "Branch office 20", no matter which of that branch's people sent it in. How hard is it to get from here to there? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From jesse at bestpractical.com Tue Aug 23 18:59:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 23 Aug 2005 18:59:38 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050823185720.L5313@cgi.jachomes.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> <20050823212146.GH31788@bestpractical.com> <20050823185720.L5313@cgi.jachomes.com> Message-ID: <20050823225938.GU31788@bestpractical.com> > > I'd be quite curious to see a version that uses livesearch to 1) not > > break the experience for users without javascript and 2) doesn't build a > > list of every user in the system for every page with a select requestor > > widget. > > By livesearch, are you referring to some implementation of AJAX? > > No, I guess AJAX requires JS as well. But, you see, it doesn't _break_ for users who don't have javascript. From jra at baylink.com Tue Aug 23 20:13:10 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 23 Aug 2005 20:13:10 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050823225938.GU31788@bestpractical.com>; from Jesse Vincent on Tue, Aug 23, 2005 at 06:59:38PM -0400 References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> <20050823212146.GH31788@bestpractical.com> <20050823185720.L5313@cgi.jachomes.com> <20050823225938.GU31788@bestpractical.com> Message-ID: <20050823201310.F14814@cgi.jachomes.com> On Tue, Aug 23, 2005 at 06:59:38PM -0400, Jesse Vincent wrote: > > > I'd be quite curious to see a version that uses livesearch to 1) not > > > break the experience for users without javascript and 2) doesn't build a > > > list of every user in the system for every page with a select requestor > > > widget. > > > > By livesearch, are you referring to some implementation of AJAX? > > > > No, I guess AJAX requires JS as well. > > But, you see, it doesn't _break_ for users who don't have javascript. Oh. Ok. You *did* mean "some implementation of AJAX". :-) I was looking into that idea as well, but I'm not an AJAX master. Hopefully, someone who is will get itchy for that before me. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From kfh at mqsoftware.com Tue Aug 23 20:27:39 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 23 Aug 2005 19:27:39 -0500 Subject: [rt-users] Changes to allow selecting a requestor from drop downlist Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA42B@mailservermn.mqsoftware.com> > > On Tue, Aug 23, 2005 at 06:59:38PM -0400, Jesse Vincent wrote: > > > > I'd be quite curious to see a version that uses livesearch to 1) not > > > > break the experience for users without javascript and 2) doesn't > build a > > > > list of every user in the system for every page with a select > requestor > > > > widget. > > > > > > By livesearch, are you referring to some implementation of AJAX? > > > > > > No, I guess AJAX requires JS as well. > > > > But, you see, it doesn't _break_ for users who don't have javascript. > > Oh. Ok. You *did* mean "some implementation of AJAX". :-) > > I was looking into that idea as well, but I'm not an AJAX master. > Hopefully, someone who is will get itchy for that before me. > > Cheers, > -- jra > -- Hmm, Somehow I missed most of this thread, but then, I'm traveling on business. I had originally written this stuff over a year ago, but after replacing a couple of machines, I found that I didn't have it when it was time to build the new RT instance, so I just whacked it together again. I'm not sure what "livesearch" is, and I guess I sort of thought that this did fit into AJAX, but I haven't had time to read up much about AJAX (I have some nifty sites bookmarked though! ;>). Anyway, this one works fine for us, I'd be happy to see an improved version though.... -Kelly From glasser at bestpractical.com Tue Aug 23 21:59:11 2005 From: glasser at bestpractical.com (David Glasser) Date: Tue, 23 Aug 2005 21:59:11 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <430B9E81.9020508@verizon.net> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> Message-ID: On Aug 23, 2005, at 6:09 PM, Max wrote: > Up above it said about Test::More not installing. I tried to > install that just to get even more errors. If you can't get Test::More installed properly, then I wouldn't be surprised if you can't get the test suite of the other modules to work -- Test::More is used pretty extensively in test suites these days. --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From btmanmeh at verizon.net Tue Aug 23 22:56:25 2005 From: btmanmeh at verizon.net (Max) Date: Tue, 23 Aug 2005 22:56:25 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> Message-ID: <430BE1D9.8010701@verizon.net> David Glasser wrote: > If you can't get Test::More installed properly, then I wouldn't be > surprised if you can't get the test suite of the other modules to work > -- Test::More is used pretty extensively in test suites these days. Things go with a force, but then RT just acts strange with certain things. For instance, RTFM and Asset Tracker load but don't work properly. I'm assuming this is an issue with the perl test suite. Thanks for looking into it. Max From les at futuresource.com Tue Aug 23 23:43:19 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 23 Aug 2005 22:43:19 -0500 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> Message-ID: <1124854999.11940.108.camel@les-home.futuresource.com> On Tue, 2005-08-23 at 20:59, David Glasser wrote: > On Aug 23, 2005, at 6:09 PM, Max wrote: > > > Up above it said about Test::More not installing. I tried to > > install that just to get even more errors. > > If you can't get Test::More installed properly, then I wouldn't be > surprised if you can't get the test suite of the other modules to > work -- Test::More is used pretty extensively in test suites these days. I'm having the same problem. I installed a 3.4.2 on Centos4 a few weeks ago and upgraded to 3.4.3 without much trouble but now I'm trying to do the same thing to have a test system and WWW::Mechanize isn't installing. It looks like the live tests against google are returning 404 'page not found' errors instead of what the test expects to see. ...OK... I did a force install on WWW::Mechanize but still had trouble with some other things. I think installing Pod::Tests was what it needed to get pod2test. After repeating the rt-test-dependencies --install a few more times after that I think everything is there. -- Les Mikesell les at futuresource.com From president at case.org.au Wed Aug 24 00:00:57 2005 From: president at case.org.au (Darrell Burkey) Date: Wed, 24 Aug 2005 14:00:57 +1000 (EST) Subject: [rt-users] Self service access only on new installation Message-ID: <37207.150.203.228.29.1124856057.squirrel@www.tucan.net> > Sounds like the problem is in your httpd.conf. Let's see > the relevant parts... > Here's what I have in my Apache httpd.conf file. It's the same as another working site. # Required for Request Tracker # Alias /rt3 /opt/rt3/share/html #PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~` Darrell Burkey President, CASE Inc http://www.case.org.au From Kevin.OBrien at sonyconnect.com Wed Aug 24 01:22:46 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Tue, 23 Aug 2005 22:22:46 -0700 Subject: [rt-users] PreviewScrips and TransactionBatch Message-ID: I set up a user defined scrip condition (with TransactionBatch mode on) that looks for any correspond transaction but the PreviewScrip is causing the condition to return true every time Update.html is called. I've tried to debug why DryRun is not honored when the scrip is set to TransactionBatch mode but I can't seem to track it down. Anyone have any ideas? -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.xa.doyle at ericsson.com Wed Aug 24 05:21:49 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 24 Aug 2005 11:21:49 +0200 Subject: [rt-users] Restart problems Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8378B@eiedbnt502> Hi RT, Guys the machine i have rt currently installed on froze, so i had to restart it, i have started the mysql process and the httpd service but i cant access the web page this is the httpd error_log it is giving out about the mysql.sock i have checked it exists and it does any suggestions has anybody had the same problems Thanks alot [Wed Aug 24 10:06:03 2005] [warn] child process 3007 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3008 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3009 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3010 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3011 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3012 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3013 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [warn] child process 3014 still did not exit, sending a SIGTERM [Wed Aug 24 10:06:03 2005] [notice] caught SIGTERM, shutting down [Wed Aug 24 10:06:04 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Wed Aug 24 10:06:04 2005] [notice] LDAP: SSL support unavailable [Wed Aug 24 10:06:04 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Wed Aug 24 10:06:05 2005] [notice] Digest: generating secret for digest authentication ... [Wed Aug 24 10:06:05 2005] [notice] Digest: done [Wed Aug 24 10:06:05 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Wed Aug 24 10:06:05 2005] [notice] LDAP: SSL support unavailable [Wed Aug 24 10:06:05 2005] [notice] FastCGI: process manager initialized (pid 3049) [Wed Aug 24 10:06:05 2005] [notice] mod_python: Creating 32 session mutexes based on 150 max processes and 0 max threads. [Wed Aug 24 10:06:05 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3050) [Wed Aug 24 10:06:05 2005] [notice] Apache/2.0.49 (Fedora) configured -- resuming normal operations [Wed Aug 24 10:06:06 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3059) [Wed Aug 24 10:06:07 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3061) [Wed Aug 24 10:06:08 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 3063) DBI connect('dbname=rt3;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 108 Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /opt/rt3/lib/RT.pm line 168 [Wed Aug 24 10:06:08 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3050) terminated by calling exit with status '255' DBI connect('dbname=rt3;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 108 Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /opt/rt3/lib/RT.pm line 168 [Wed Aug 24 10:06:10 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3059) terminated by calling exit with status '255' DBI connect('dbname=rt3;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 108 Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /opt/rt3/lib/RT.pm line 168 [Wed Aug 24 10:06:11 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3061) terminated by calling exit with status '255' DBI connect('dbname=rt3;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 108 Connect Failed Can't connect to local MySQL server through socket '/tmp/mysql.sock' (111) at /opt/rt3/lib/RT.pm line 168 [Wed Aug 24 10:06:12 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 3063) terminated by calling exit with status '255' [Wed Aug 24 10:06:12 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:12 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:12 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:12 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:06:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:09:26 2005] [error] [client 159.107.169.159] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Wed Aug 24 10:09:26 2005] [error] [client 159.107.169.159] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" [Wed Aug 24 10:09:36 2005] [error] [client 159.107.169.159] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Wed Aug 24 10:09:36 2005] [error] [client 159.107.169.159] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" [Wed Aug 24 10:11:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:11:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:11:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Aug 24 10:11:13 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds From tomas.xa.doyle at ericsson.com Wed Aug 24 05:35:50 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 24 Aug 2005 11:35:50 +0200 Subject: [rt-users] Restart problems - MySQL database missing Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8378C@eiedbnt502> Hi again Ive checked MySQL and the rt3 database is gone why would this happen any idea what can i do Regards Tomas From fmanens at starxpert.fr Wed Aug 24 06:24:44 2005 From: fmanens at starxpert.fr (Florent Manens) Date: Wed, 24 Aug 2005 12:24:44 +0200 Subject: [rt-users] RT and customer relations In-Reply-To: <200508221726.24003.su@inubit.com> References: <200508221726.24003.su@inubit.com> Message-ID: <20050824102444.GD3506@localhost.localdomain> Hello, On Mon, Aug 22, 2005 at 05:26:21PM +0200, Stephan Uhlmann wrote: [...] > 1) For convenience we have one queue for each customer. Now if I let > unpriviledged users see the queues they see all our other customers, too. We were using the same solutions here, now we use queue for products. > 2) Very often we have many different people on the customer side reporting and > dealing with the tickets. So different users need access to the same tickets. > Thus a solution like "let unprivileged users only access own tickets" is not > feasible. Our customer are now privileged. > My solution now would be to create one group for each customer, putting all > users working for that customer into that group and letting only this group > access the specific customer queue. Ideally customer users, groups an queues > could be generated/synchronized from an existing CRM database. > Now what I would like to know is, is that a good way to do it? How are other > people dealing with these problems? Like we create a group for each customer. We put rights on tickets to requestor and to Cc. The trick is that we put (automagically :) ) the customer group as Cc for each ticket of the customer. Each member of the group have the right to manipulate (or only see) the ticket. Each customer will only see his tickets, eac user of the customer group will see all customer tickets. I am interested in other answers to this problem too ! Regards, -- Florent Manens http://www.starxpert.fr fmanens at starxpert.fr -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From george at alink.co.za Wed Aug 24 06:41:45 2005 From: george at alink.co.za (George Barnett) Date: Wed, 24 Aug 2005 11:41:45 +0100 Subject: [rt-users] Changing order that changes are applied. Message-ID: <430C4EE9.8060406@alink.co.za> Hello, We have the following bug report from our users: If you 'jumbo' a ticket that is in a queue that you have full permissions over, and you choose to 1. change the status of the ticket AND 2. Change the queue to a queue that you don't have permissions over It will change the queue first and then attempt to change the status. However as the ticket is now in a queue that you have no permissions on the status change will fail. It displays 'permission denied' in the results at the top of the page however this is easily missed. ---- A possible workaround is to allow ModifyTicket to all users accross all queue's but that completely tards things and slows access down rediculously (to say taking 25 seconds to draw a ticket instead of 1.5). We're using 3.2.3. Cheers, George -- George Barnett Reality Engineer m: (+44) 778 884 7205 e: george at alink.co.za Vanilla, adj.: Ordinary flavor, standard. See FLAVOR. When used of food, very often does not mean that the food is flavored with vanilla extract! For example, "vanilla-flavored won ton soup" (or simply "vanilla won ton soup") means ordinary won ton soup, as opposed to hot and sour won ton soup. From btmanmeh at verizon.net Wed Aug 24 07:01:13 2005 From: btmanmeh at verizon.net (Max) Date: Wed, 24 Aug 2005 07:01:13 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <1124854999.11940.108.camel@les-home.futuresource.com> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <1124854999.11940.108.camel@les-home.futuresource.com> Message-ID: <430C5379.108@verizon.net> Les Mikesell wrote: > ...OK... I did a force install on WWW::Mechanize but still had > trouble with some other things. I think installing > Pod::Tests was what it needed to get pod2test. After > repeating the rt-test-dependencies --install a few more > times after that I think everything is there. I know the mech dump utility was complaining about Test::Memory::Cycle Test::Pods and Test::Warn, but it said they were optional. I installed all three with the tests still failing. I'll give Pod::Tests a try in bit and see if it works the same as it did for you. Max From tomas.xa.doyle at ericsson.com Wed Aug 24 07:22:20 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 24 Aug 2005 13:22:20 +0200 Subject: [rt-users] Database gone Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D8378D@eiedbnt502> Hi all i rebooted my RT3 server as it froze on reboot the rt3 database was gone (which of course ment everything was gone), and errors were caused everywhere. i re did the make initialize-database, which recreated the database but........ now the login screen is back and im trying the default password and user name - root - password this doesnt work ive tryed all different combinations to no avail im stumped any suggestions greatly appreciated Regards From doogles at doogles.com Wed Aug 24 07:26:56 2005 From: doogles at doogles.com (doogles at doogles.com) Date: Wed, 24 Aug 2005 07:26:56 -0400 (EDT) Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <20050823074409.H8705@spaceball1.doogles.com> References: <20050823074409.H8705@spaceball1.doogles.com> Message-ID: <20050824072506.Q27953@spaceball1.doogles.com> > This one goes back a ways (Nov, 2004) but I couldn't seem to find an answer. > Like the original poster, MaxInlineBody doesn't do what I need, I just want > to leave the .txt attachments as Attachments and not show them inline. > > Does anyone have a patch for this (RT 3.2.3) or can anyone point me in the > right direction for what I need to modify? I'm no coder, but I've managed to > hack in a few modifications that do what we need. From my amateur point of > view, it appears text attachments and emails that come in text are stores > text/plain meaning I can't handle this in ShowTransactionAttachments; it > appears I'd need to handle this as the attachment came in? Since I didn't get a reply from anyone (except the other rt-user asking for the same thing), is this something I could offer a code-for-cash type sponsorship to spur someone to develop this? Contact me off-list if this is something you're willing to try. We're still on RT 3.2.3, don't know if that matters much. -jd From klimkin at falkag.com Wed Aug 24 07:26:39 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Wed, 24 Aug 2005 15:26:39 +0400 Subject: [rt-users] Database gone In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D8378D@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D8378D@eiedbnt502> Message-ID: <430C596F.3080202@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings Tomas! Tomas Doyle XA (DL/LMI) wrote: > now the login screen is back and im trying the default password and user name - root > - password > > this doesnt work ive tryed all different combinations to no avail > im stumped > > any suggestions greatly appreciated http://wiki.bestpractical.com/index.cgi?RecoverRootPassword SY, Danial. - -- Danial Klimkin, Falk eSolutions AG Russia -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDDFlv2ce6OqXQ52QRAp7kAKCLFWQo99tZdWNTp1elNt7R7Xdn9QCeN8KP 1qeQHTljQi17oFKW/7d3ImA= =pL7z -----END PGP SIGNATURE----- From bestpractical at jon.limedaley.com Wed Aug 24 08:00:31 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 24 Aug 2005 08:00:31 -0400 (EDT) Subject: [rt-users] how to disable inline display of attachments In-Reply-To: <20050824072506.Q27953@spaceball1.doogles.com> References: <20050823074409.H8705@spaceball1.doogles.com> <20050824072506.Q27953@spaceball1.doogles.com> Message-ID: On Wed, 24 Aug 2005, doogles at doogles.com wrote: >> This one goes back a ways (Nov, 2004) but I couldn't seem to find an >> answer. Like the original poster, MaxInlineBody doesn't do what I need, I >> just want to leave the .txt attachments as Attachments and not show them >> inline. > > We're still on RT 3.2.3, don't know if that matters much. I am on 3.4.2, and text attachments are not included inline (if I understand what you mean by inline) but when I view the ticket in the History, it says "Download .login text/plain 130b". I do see the text of the attachment in the auto-reply templates (and actually it doesn't include the body of the message, so the problem is probably in my template) You can send an email to support at limedaley.com if you would like to see how it works and if it is working differently than your system. From Ahalya_Nathan at mudnebr.com Wed Aug 24 12:07:32 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Wed, 24 Aug 2005 11:07:32 -0500 Subject: [rt-users] Question on installation of apache 2.0.54 for RT Message-ID: Hi, I am trying to install apache 2.0.54 for configuring RT3.4.1 with apache2 and mod_perl 2 in /usr/local/x. We have another apache2 instance running in /usr/local. We are planning to merge them when RT gets working on apache 2 and mod_perl 2, so for the moment we are planning to have 2 apache instances. I installed apacheRT3 in /usr/local/x using the command :$./configure - - prefix =/usr/local/x/apacheRT3 $make $make install The above command installed apache directories in /usr/local/x/apacheRT3 and had the following questions: 1. Does the installation mess up the configuration for the already existing apache instance in /usr/local? 2. I have made changes to the httpd.conf file of /apacheRT3 for running a virtual host. I made the following changes: ************************************************************************************************************************ Listen 80 NameVirtualHost *:80 DocumentRoot /usr/local/x/apacheRT3/htdocs ServerName domain.example.com ServerAlias domain ErrorLog logs/dummy-host.example.com-error_log CustomLog logs/dummy-host.example.com-access_log common ********************************************************************************************************************************* Although i did this, i cannot access ;http://domain.example.com/index.html.en from port 80. This port is free. 3. The log files i.e., error_log and access_log are not present in the logs directory of apacheRT3. Do i have to enable these in some way? 4. I am planning to build a DSO of mod_perl with apache 2.0.54 in /usr/local/x. Could this cause a problem since there is another apache instance running in /usr/local? Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at thebellfamily.com Wed Aug 24 12:58:39 2005 From: robert at thebellfamily.com (Robert Bell) Date: Wed, 24 Aug 2005 09:58:39 -0700 Subject: [rt-users] Re: RT 3.4.4 + RTFM 2.0.4 In-Reply-To: <430B6049.2010601@thebellfamily.com> References: <430B6049.2010601@thebellfamily.com> Message-ID: <430CA73F.3080303@thebellfamily.com> No one has any clue on this?? Why is there such poor documentation on RTFM and RTIM?? Robert Bell wrote: > Sorry for the cross-post I wasn't sure which list handled RTFM user > issues. > I have installed RTFM 2.04 per the instructions and I have two > problems. I've seen this in the archive and on Google but have not > seen a resolution. Any help would be greatly appreciated. > > 1. RTFM does not show up in the left column. Screen shots seem to > indicate this should happen. > 2. if I access /rt/RTFM directly I get the following error; probably a > symptom of #1? > > error: Can't locate object method "new" via package > "RT::FM::ArticleCollection" (perhaps you forgot to load > "RT::FM::ArticleCollection"?) at > /opt/rt3/share/html/RTFM/Elements/NewestArticles line 60. > context: ... 56: <%INIT> > 57: my $rows = 10; > 58: my $i; > 59: my $MyArticles; > 60: $MyArticles = new RT::FM::ArticleCollection > ($session{'CurrentUser'}); > 61: $MyArticles->UnLimit; > 62: $MyArticles->RowsPerPage($rows); > 63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); > 64: ... code stack: > /opt/rt3/share/html/RTFM/Elements/NewestArticles:60 > /opt/rt3/share/html/RTFM/index.html:24 > /opt/rt3/share/html/autohandler:215 > > ________________________________ > > Mt RT Setup: > > * RedHat Ent. Linux 4 U1 2.6.9-11.EL #1 Fri May 20 18:17:57 EDT > 2005 i686 i686 i386 GNU/Linux > * RT $VERSION = '3.4.3'; > * DBIx::SearchBuilder 1.3.1 > * Server version: Apache/2.0.52 > Server built: Jul 8 2005 13:55:46 > * using FastCGI, FCGI-0.67 / CGI::Fast 1.05 > * mysql Ver 14.7 Distrib 4.1.10a, for redhat-linux-gnu (i386) > * This is perl, v5.8.5 built for i386-linux-thread-multi > From jesse at bestpractical.com Wed Aug 24 13:52:23 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 Aug 2005 13:52:23 -0400 Subject: [rt-users] Re: [Rtfm-devel] Re: RT 3.4.4 + RTFM 2.0.4 In-Reply-To: <430CA73F.3080303@thebellfamily.com> References: <430B6049.2010601@thebellfamily.com> <430CA73F.3080303@thebellfamily.com> Message-ID: <20050824175223.GL31788@bestpractical.com> On Wed, Aug 24, 2005 at 09:58:39AM -0700, Robert Bell wrote: > No one has any clue on this?? Why is there such poor documentation on > RTFM and RTIM?? I suspect you're running into one of the issues with Mason 1.30 or 1.31. I'd recommend backing down to 1.28. Also, give RTFM 2.1.x a shot. > > Robert Bell wrote: > > >Sorry for the cross-post I wasn't sure which list handled RTFM user > >issues. > >I have installed RTFM 2.04 per the instructions and I have two > >problems. I've seen this in the archive and on Google but have not > >seen a resolution. Any help would be greatly appreciated. > > > >1. RTFM does not show up in the left column. Screen shots seem to > >indicate this should happen. > >2. if I access /rt/RTFM directly I get the following error; probably a > >symptom of #1? > > > >error: Can't locate object method "new" via package > >"RT::FM::ArticleCollection" (perhaps you forgot to load > >"RT::FM::ArticleCollection"?) at > >/opt/rt3/share/html/RTFM/Elements/NewestArticles line 60. > >context: ... 56: <%INIT> > >57: my $rows = 10; > >58: my $i; > >59: my $MyArticles; > >60: $MyArticles = new RT::FM::ArticleCollection > >($session{'CurrentUser'}); > >61: $MyArticles->UnLimit; > >62: $MyArticles->RowsPerPage($rows); > >63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC'); > >64: ... code stack: > >/opt/rt3/share/html/RTFM/Elements/NewestArticles:60 > >/opt/rt3/share/html/RTFM/index.html:24 > >/opt/rt3/share/html/autohandler:215 > > > >________________________________ > > > >Mt RT Setup: > > > >* RedHat Ent. Linux 4 U1 2.6.9-11.EL #1 Fri May 20 18:17:57 EDT > >2005 i686 i686 i386 GNU/Linux > >* RT $VERSION = '3.4.3'; > >* DBIx::SearchBuilder 1.3.1 > >* Server version: Apache/2.0.52 > > Server built: Jul 8 2005 13:55:46 > >* using FastCGI, FCGI-0.67 / CGI::Fast 1.05 > >* mysql Ver 14.7 Distrib 4.1.10a, for redhat-linux-gnu (i386) > >* This is perl, v5.8.5 built for i386-linux-thread-multi > > > > _______________________________________________ > Rtfm-devel mailing list > Rtfm-devel at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtfm-devel > -- From tmaciak at ci.grand-rapids.mi.us Wed Aug 24 15:38:09 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 24 Aug 2005 15:38:09 -0400 Subject: [rt-users] Creating a ticket right in perl Message-ID: <"H0000c1a00489de4.1124912288.frozone.grand-rapids.mi.us*"@MHS> Is there an easy way to create a ticket right from perl code? Something similar to the "quick ticket" would be great. We have a situation where if a users LDAP information isnt found for some Reason we want to create a ticket and place it in the helpdesk queue. If anyone has any helpful insight or some examples I would appreciate reading it. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From tmaciak at ci.grand-rapids.mi.us Wed Aug 24 16:03:42 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 24 Aug 2005 16:03:42 -0400 Subject: [rt-users] Creating a ticket right in perl Message-ID: <"H0000c1a00489de8.1124913820.frozone.grand-rapids.mi.us*"@MHS> Never mind, I found a good example from a test routine in: Ticket_Overlay.pm T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Maciak, TJ Sent: Wednesday, August 24, 2005 3:38 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Creating a ticket right in perl Is there an easy way to create a ticket right from perl code? Something similar to the "quick ticket" would be great. We have a situation where if a users LDAP information isnt found for some Reason we want to create a ticket and place it in the helpdesk queue. If anyone has any helpful insight or some examples I would appreciate reading it. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From marton.peter at gmail.com Wed Aug 24 15:57:49 2005 From: marton.peter at gmail.com (MP) Date: Wed, 24 Aug 2005 21:57:49 +0200 Subject: [rt-users] Transaction->CustomFieldValues in scrips In-Reply-To: References: Message-ID: <430CD13D.4090701@gmail.com> Hi! Anders Ekstrand ?rta: >I have seen some postings about the same issue, but they all seems to >come down to that it doesn't work. >Is that really the case? > > I gave up after i did not got any response to my last post about this. If anybody would post "Hey, it's easy! I did it!", i would try harder... and i will try after every upgrade. There is Hope! ;) best regards, Peter Marton From robert at thebellfamily.com Wed Aug 24 17:06:59 2005 From: robert at thebellfamily.com (Robert Bell) Date: Wed, 24 Aug 2005 14:06:59 -0700 Subject: [rt-users] Re: RT 3.4.4 + RTFM 2.0.4 In-Reply-To: <430CC465.4090709@brightlinecompliance.com> References: <430CC1EC.5050604@brightlinecompliance.com> <430CC375.3090901@thebellfamily.com> <430CC465.4090709@brightlinecompliance.com> Message-ID: <430CE173.9000608@thebellfamily.com> > And finding Mason was no walk in the park either; I ended up getting > it via `wget --no-parent -l0 -r > http://search.cpan.org/src/DROLSKY/HTML-Mason-1.28` > > and then compiling it manually. I believe I had to use CPAN to install > one or two prerequisites as well. > I can not compile this. When I 'make' I get the following: make: *** No rule to make target `lib/Apache/index.html?C=M', needed by `pm_to_blib'. Stop. Is there some way to tell CPAN to get an older version? From jesse at bestpractical.com Wed Aug 24 17:25:59 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 Aug 2005 17:25:59 -0400 Subject: [rt-users] Transaction->CustomFieldValues in scrips In-Reply-To: <430CD13D.4090701@gmail.com> References: <430CD13D.4090701@gmail.com> Message-ID: <20050824212559.GS31788@bestpractical.com> On Wed, Aug 24, 2005 at 09:57:49PM +0200, MP wrote: > Hi! > > Anders Ekstrand ?rta: > > >I have seen some postings about the same issue, but they all seems to > >come down to that it doesn't work. > >Is that really the case? > > > > > I gave up after i did not got any response to my last post about this. > If anybody would post "Hey, it's easy! I did it!", i would try harder... > and i will try after every upgrade. There is Hope! ;) So, the problem is that TransactionCustomFieldValues from the web UI are set after the transaction is created. The attached patch fixes this, but I'm not sure it feels clean enough to put into 3.4 core. Jesse > > best regards, > > Peter Marton > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- -------------- next part -------------- === lib/RT/Interface/Web.pm ================================================================== --- lib/RT/Interface/Web.pm (revision 13728) +++ lib/RT/Interface/Web.pm (local) @@ -495,16 +495,23 @@ foreach values %{ $args{ARGSRef}->{'UpdateAttachments'} }; } + # Only pass custom field related args up the stack + my %cfargs = %{$args{'ARGSRef'}}; + for (keys %cfargs) { + delete $cfargs{$_} unless /CustomField/; + } + + ## TODO: Implement public comments if ( $args{ARGSRef}->{'UpdateType'} =~ /^(private|public)$/ ) { my ( $Transaction, $Description, $Object ) = $args{TicketObj}->Comment( CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, - TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}, + %cfargs ); push( @{ $args{Actions} }, $Description ); - $Object->UpdateCustomFields( ARGSRef => $args{ARGSRef} ) if $Object; } elsif ( $args{ARGSRef}->{'UpdateType'} eq 'response' ) { my ( $Transaction, $Description, $Object ) = @@ -512,10 +519,10 @@ CcMessageTo => $args{ARGSRef}->{'UpdateCc'}, BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, MIMEObj => $Message, - TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'} + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}, + %cfargs ); push( @{ $args{Actions} }, $Description ); - $Object->UpdateCustomFields( ARGSRef => $args{ARGSRef} ) if $Object; } else { push( === lib/RT/Record.pm ================================================================== --- lib/RT/Record.pm (revision 13728) +++ lib/RT/Record.pm (local) @@ -65,10 +65,11 @@ =cut package RT::Record; +use RT::Base; use RT::Date; +use RT::Transaction; use RT::User; use RT::Attributes; -use RT::Base; use DBIx::SearchBuilder::Record::Cachable; use strict; @@ -1426,23 +1427,16 @@ $new_ref = $new_ref->Id if ref($new_ref); } - require RT::Transaction; + delete $args{id}; + my $trans = new RT::Transaction( $self->CurrentUser ); my ( $transaction, $msg ) = $trans->Create( - ObjectId => $self->Id, + %args, # push up basic data and custom fields + ObjectId => $self->Id, ObjectType => ref($self), - TimeTaken => $args{'TimeTaken'}, - Type => $args{'Type'}, - Data => $args{'Data'}, - Field => $args{'Field'}, - NewValue => $args{'NewValue'}, - OldValue => $args{'OldValue'}, NewReference => $new_ref, OldReference => $old_ref, ReferenceType => $ref_type, - MIMEObj => $args{'MIMEObj'}, - ActivateScrips => $args{'ActivateScrips'}, - CommitScrips => $args{'CommitScrips'}, ); # Rationalize the object since we may have done things to it during the caching. === lib/RT/Ticket_Overlay.pm ================================================================== --- lib/RT/Ticket_Overlay.pm (revision 13728) +++ lib/RT/Ticket_Overlay.pm (local) @@ -2394,11 +2394,9 @@ #Record the correspondence (write the transaction) my ( $Trans, $msg, $TransObj ) = $self->_NewTransaction( + %args, # basic info, custom fields Type => $args{'NoteType'}, Data => ( $args{'MIMEObj'}->head->get('subject') || 'No Subject' ), - TimeTaken => $args{'TimeTaken'}, - MIMEObj => $args{'MIMEObj'}, - CommitScrips => $args{'CommitScrips'}, ); unless ($Trans) { === lib/RT/Transaction_Overlay.pm ================================================================== --- lib/RT/Transaction_Overlay.pm (revision 13728) +++ lib/RT/Transaction_Overlay.pm (local) @@ -150,8 +150,7 @@ my $id = $self->SUPER::Create(%params); $self->Load($id); $self->_Attach( $args{'MIMEObj'} ) if defined $args{'MIMEObj'}; - - + $self->UpdateCustomFields(%args); #Provide a way to turn off scrips if we need to $RT::Logger->debug('About to think about scrips for transaction #' .$self->Id); if ( $args{'ActivateScrips'} and $args{'ObjectType'} eq 'RT::Ticket' ) { From jra at baylink.com Wed Aug 24 18:06:11 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 24 Aug 2005 18:06:11 -0400 Subject: [rt-users] Changing order that changes are applied. In-Reply-To: <430C4EE9.8060406@alink.co.za>; from George Barnett on Wed, Aug 24, 2005 at 11:41:45AM +0100 References: <430C4EE9.8060406@alink.co.za> Message-ID: <20050824180611.D9117@cgi.jachomes.com> On Wed, Aug 24, 2005 at 11:41:45AM +0100, George Barnett wrote: > We have the following bug report from our users: > > If you 'jumbo' a ticket that is in a queue that you have full > permissions over, and you choose to > 1. change the status of the ticket AND > 2. Change the queue to a queue that you don't have permissions over > > It will change the queue first and then attempt to change the status. > > However as the ticket is now in a queue that you have no permissions on > the status change will fail. It displays 'permission denied' in the > results at the top of the page however this is easily missed. If that's the way that works, I concur in thinking that it should change queues last. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From jra at baylink.com Wed Aug 24 18:08:37 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 24 Aug 2005 18:08:37 -0400 Subject: [rt-users] Re: [Rtfm-devel] Re: RT 3.4.4 + RTFM 2.0.4 In-Reply-To: <20050824175223.GL31788@bestpractical.com>; from Jesse Vincent on Wed, Aug 24, 2005 at 01:52:23PM -0400 References: <430B6049.2010601@thebellfamily.com> <430CA73F.3080303@thebellfamily.com> <20050824175223.GL31788@bestpractical.com> Message-ID: <20050824180837.E9117@cgi.jachomes.com> On Wed, Aug 24, 2005 at 01:52:23PM -0400, Jesse Vincent wrote: > On Wed, Aug 24, 2005 at 09:58:39AM -0700, Robert Bell wrote: > > No one has any clue on this?? Why is there such poor documentation on > > RTFM and RTIM?? > > I suspect you're running into one of the issues with Mason 1.30 or 1.31. > I'd recommend backing down to 1.28. Also, give RTFM 2.1.x a shot. I have a thought that's been rumbling around in my head that it would be a good idea to collect best-practice ideas and tools for building software systems based on other people's components. Clearly, the leverage you gain from using OPC has some very *specific* pinch points, and I seem to notice different ones on different projects. Since you're *doing* that already, you seem a good person of whom to inquire: is anyone already *digging* at the spot marked X? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From ronn at emm.org Wed Aug 24 18:06:11 2005 From: ronn at emm.org (Ronald Nissley) Date: Wed, 24 Aug 2005 18:06:11 -0400 Subject: [rt-users] FC4, RT 3.4.1, Apache 2.0.54 config - how to remove trailing '/rt/' Message-ID: Anyone know of an easy way to modify the instructions found at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide so that I can simply use http://rt.mydomain.org instead of http://realhostname.mydomain.org/rt/ to access request tracker? Actually, http://rt.mydomain.org/rt/ works too, but I'd like to get rid of that trailing '/rt/' if possible. I've doodled with RT_SiteConfig and httpd.conf, but I don't seem to have it right. I keep getting the "You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to 'run' the RT server which powers the web interface" when I try accessing RT via http://rt.mydomain.org . I'm guessing it's a combination of changing $WebPath and/or $WebBaseURL (in RT_SiteConfig) and/or the ScriptAlias line (in httpd.conf), but then again, I don't know. Thank you in advance, Ronald Nissley -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Aug 24 19:50:26 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 Aug 2005 19:50:26 -0400 Subject: [rt-users] [Rt-announce] RT Essentials now available Message-ID: <20050824235026.GX31788@bestpractical.com> It gives me an almost unhealthy amount of pleasure to announce the availability of /RT Essentials/ from O'Reilly Media. RT Essentials is the first book on RT and was coauthored by me, Robert Spier, Dave Rolsky, Darren Chamberlain and Richard Foley. It took a while to make it happen and at times I wasn't even sure it would see the light of day. This weekend, I attended O'Reilly's FOO camp and Tim O'Reilly presented me with the first copy of RT Essentials. The book is shipping from Amazon and other retailers now. To get your copy, head on over to http://rtbook.bestpractical.com. Best, Jesse -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From joby at u.washington.edu Wed Aug 24 20:10:30 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 24 Aug 2005 17:10:30 -0700 Subject: [rt-users] Re: [Rt-announce] RT Essentials now available In-Reply-To: <20050824235026.GX31788@bestpractical.com> References: <20050824235026.GX31788@bestpractical.com> Message-ID: <430D0C76.4020302@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse, Is a Table of Contents available for review? I didn't see one at the O'Reilly site. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Jesse Vincent wrote: > It gives me an almost unhealthy amount of pleasure to announce the > availability of /RT Essentials/ from O'Reilly Media. > > RT Essentials is the first book on RT and was coauthored by me, Robert > Spier, Dave Rolsky, Darren Chamberlain and Richard Foley. > > It took a while to make it happen and at times I wasn't even sure it would > see the light of day. This weekend, I attended O'Reilly's FOO camp and > Tim O'Reilly presented me with the first copy of RT Essentials. > > The book is shipping from Amazon and other retailers now. To get your > copy, head on over to http://rtbook.bestpractical.com. > > Best, > Jesse > > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDDQx1gA0gpghkf88RArpvAKDPBbT+qrIBYXRypsC99Y0Xycz46QCg313D jepmS5c4FMt3S++QxIyvpSc= =8/3q -----END PGP SIGNATURE----- From jesse at bestpractical.com Wed Aug 24 20:12:45 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 Aug 2005 20:12:45 -0400 Subject: [rt-users] Re: [Rt-announce] RT Essentials now available In-Reply-To: <430D0C76.4020302@u.washington.edu> References: <20050824235026.GX31788@bestpractical.com> <430D0C76.4020302@u.washington.edu> Message-ID: <20050825001245.GB31788@bestpractical.com> On Wed, Aug 24, 2005 at 05:10:30PM -0700, Joby Walker wrote: > > Jesse, Is a Table of Contents available for review? I didn't see one at > the O'Reilly site. I don't have an electronic copy from ORA yet. The content on their site is still from the pre-release phase. But as soon as they get it up, I'll link to it. > Joby Walker > ITI SSG, University of Washington From iqbala-rt-users at qwestip.net Wed Aug 24 20:14:03 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 24 Aug 2005 20:14:03 -0400 Subject: [rt-users] Re: [Rt-announce] RT Essentials now available In-Reply-To: <20050825001245.GB31788@bestpractical.com> References: <20050824235026.GX31788@bestpractical.com> <430D0C76.4020302@u.washington.edu> <20050825001245.GB31788@bestpractical.com> Message-ID: <20050825001403.GB13401@qwestip.net> I just received mine couple hours ago. Eeehaa! Thanks On Wed, Aug 24, 2005 at 08:12:45PM, Jesse Vincent wrote: > > > > On Wed, Aug 24, 2005 at 05:10:30PM -0700, Joby Walker wrote: > > > > Jesse, Is a Table of Contents available for review? I didn't see one at > > the O'Reilly site. > > I don't have an electronic copy from ORA yet. The content on their site > is still from the pre-release phase. But as soon as they get it up, I'll > link to it. > > > Joby Walker > > ITI SSG, University of Washington > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From rspier at pobox.com Thu Aug 25 00:37:49 2005 From: rspier at pobox.com (Robert Spier) Date: Wed, 24 Aug 2005 21:37:49 -0700 Subject: [rt-users] Log::Dispatch error In-Reply-To: <4E8350DCBBEB71D7DFE769B4@[10.103.0.196]> References: <3C4CFDC5.4060205@triumph2005.com> <4E8350DCBBEB71D7DFE769B4@10.103.0.196> Message-ID: > # Mail loops will generate a critical log message. > Set($LogToSyslog , undef); If you don't want it to use syslog, you need to use '' instead of undef. Set($LogToSyslog , ''); This is a side-effect of the magic configuration setting stuff that allows us to have a RT_LocalConfig file.[1] -R Footnotes: [1] Unless we fixed that.. but I don't think we did. From anders.ekstrand at drutt.com Thu Aug 25 03:46:44 2005 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Thu, 25 Aug 2005 09:46:44 +0200 Subject: [rt-users] Transaction->CustomFieldValues in scrips Message-ID: Hi Jesse, Many thanks! Best Regards - Anders > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jesse Vincent > Sent: den 24 augusti 2005 23:26 > To: MP > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Transaction->CustomFieldValues in scrips > > > > > On Wed, Aug 24, 2005 at 09:57:49PM +0200, MP wrote: > > Hi! > > > > Anders Ekstrand ?rta: > > > > >I have seen some postings about the same issue, but they > all seems to > > >come down to that it doesn't work. > > >Is that really the case? > > > > > > > > I gave up after i did not got any response to my last post > about this. > > If anybody would post "Hey, it's easy! I did it!", i would > try harder... > > and i will try after every upgrade. There is Hope! ;) > > So, the problem is that TransactionCustomFieldValues from the web UI > are set after the transaction is created. The attached patch > fixes this, > but I'm not sure it feels clean enough to put into 3.4 core. > > Jesse From ghenry at suretecsystems.com Thu Aug 25 05:54:21 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 25 Aug 2005 10:54:21 +0100 (BST) Subject: [rt-users] [Rt-announce] RT Essentials now available In-Reply-To: <20050824235026.GX31788@bestpractical.com> References: <20050824235026.GX31788@bestpractical.com> Message-ID: <43134.195.38.86.72.1124963661.squirrel@webmail.suretecsystems.com> > It gives me an almost unhealthy amount of pleasure to announce the > availability of /RT Essentials/ from O'Reilly Media. > > RT Essentials is the first book on RT and was coauthored by me, Robert > Spier, Dave Rolsky, Darren Chamberlain and Richard Foley. > > It took a while to make it happen and at times I wasn't even sure it would > see the light of day. This weekend, I attended O'Reilly's FOO camp and > Tim O'Reilly presented me with the first copy of RT Essentials. > > The book is shipping from Amazon and other retailers now. To get your > copy, head on over to http://rtbook.bestpractical.com. Excellent! I ordered mine a few weeks ago. Looking forward to it. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 742001 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From harrison at itrd.gov Thu Aug 25 08:44:11 2005 From: harrison at itrd.gov (Harrison, William ) Date: Thu, 25 Aug 2005 08:44:11 -0400 Subject: [rt-users] FC4, RT 3.4.1, Apache 2.0.54 config - how to remove trailing '/rt/' Message-ID: <01A46D03C041D64798A18E5A14947AC3119530@NCOEXCHANGE.itrd.gov> Ronald, Its a combination of both ScriptAlias in httpd.conf, and WebPath in RT_SiteConfig: ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Set($WebPath , ""); Best, -WcH -----Original Message----- From: Ronald Nissley [mailto:ronn at emm.org] Sent: Wednesday, August 24, 2005 6:06 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] FC4, RT 3.4.1,Apache 2.0.54 config - how to remove trailing '/rt/' Anyone know of an easy way to modify the instructions found at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide so that I can simply use http://rt.mydomain.org instead of http://realhostname.mydomain.org/rt/ to access request tracker? Actually, http://rt.mydomain.org/rt/ works too, but I'd like to get rid of that trailing '/rt/' if possible. I've doodled with RT_SiteConfig and httpd.conf, but I don't seem to have it right. I keep getting the "You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to 'run' the RT server which powers the web interface" when I try accessing RT via http://rt.mydomain.org . I'm guessing it's a combination of changing $WebPath and/or $WebBaseURL (in RT_SiteConfig) and/or the ScriptAlias line (in httpd.conf), but then again, I don't know. Thank you in advance, Ronald Nissley -------------- next part -------------- An HTML attachment was scrubbed... URL: From virenp at mail.utexas.edu Thu Aug 25 10:02:11 2005 From: virenp at mail.utexas.edu (Viren Patel) Date: Thu, 25 Aug 2005 09:02:11 -0500 (CDT) Subject: [rt-users] Re: [Rt-announce] RT Essentials now available In-Reply-To: <430D0C76.4020302@u.washington.edu> References: <20050824235026.GX31788@bestpractical.com> <430D0C76.4020302@u.washington.edu> Message-ID: <57282.146.6.135.25.1124978531.squirrel@mail.cm.utexas.edu> What version of RT does this book discuss? Thanks. -- Viren Patel Chemistry & Biochemistry University of Texas at Austin From rmreis at cpqd.com.br Thu Aug 25 10:19:40 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 25 Aug 2005 11:19:40 -0300 Subject: [rt-users] Bugs in RT 3.4.2 - Query Builder Message-ID: Hello All, I've been working with RT 3.4.2 since it was released, and in this period, I identified 2 critical bugs in Query Builder Page. 1- Error "Can't locate object method "removeChild" via package "root"" I.e.: I add 2 criteria. After I set 2 others criteria to be added and in the same time I select that 2 (that were added) to be removed and then, when I click in delete button appear this error: Can't locate object method "removeChild" via package "root" (perhaps you forgot to load "root"?) at /l/disk1/ccdsin/rt3.4.1/share/html/Search/Build.html line 432. context: ... 428: } 429: } 430: elsif ( $ARGS{"DeleteClause"} ) { 431: if (@current_values) { 432: $_->getParent()->removeChild($_) for @current_values; 433: } 434: else { 435: push( @actions, [ loc("error: nothing to delete"), -1 ] ); 436: } These steps above are just to ilustrate when this error happens, but I already had the same error in other situations. 2- Change operator AND to OR (or vice versa) In a query, I've this scenario: DependedOnBy = '1128' OR id = 755 OR Status != 'stalled' So, if I try to change the second OR operator (in "OR Status != 'stalled'") to AND, this operation is applied also to the first OR operator (in "OR id = 755") and both are changed to AND. I can bypass this bug (putting some parenthesis using advantage page), although it's "too hard" for end users (you know that ! :)) Someone already had these errors?! Is there a way to fix?! Does the 3.4.3 version solve these problems?! Thanks in advance!! Regards, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From glasser at bestpractical.com Thu Aug 25 10:24:42 2005 From: glasser at bestpractical.com (David Glasser) Date: Thu, 25 Aug 2005 10:24:42 -0400 Subject: [rt-users] Bugs in RT 3.4.2 - Query Builder In-Reply-To: References: Message-ID: On Aug 25, 2005, at 10:19 AM, Rodolfo de Moraes Reis wrote: > 1- Error "Can't locate object method "removeChild" via package "root"" A bug that was at least similar to this was fixed in 3.4.3. See if you can reproduce this in 3.4.3 (or a 3.4.4 preview)? > 2- Change operator AND to OR (or vice versa) It's a known bug that our Ticket-SQL parser treats AND and OR as having the same precedence, which ends up leading to the bug that you cannot have an AND and and OR at the same level (without parentheses). Fixing this would require a significant rewrite of the Ticket-SQL parser, which is certainly something we plan to do eventually. --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From chris at highlandclinic.com Thu Aug 25 11:05:55 2005 From: chris at highlandclinic.com (Chris Benard) Date: Thu, 25 Aug 2005 10:05:55 -0500 Subject: [rt-users] RT decides to change my query Message-ID: <430DDE53.207@highlandclinic.com> This is my query I'm trying to do: ( Status = 'new' OR Status = 'open' ) AND ( ( Owner = 'cbenard' ) OR ( Queue = 'General' AND ( Owner = 'cbenard' OR Owner = 'Nobody' ) ) ) RT changes my query to say AND, instead of OR after the owner of cbenard. I've formatted this SEVERAL ways, but none seem to work. Here's what I'm trying to do: I want to see all tickets in all queues that are owned by me, and I want to see all tickets in General owned by me or Nobody. The only status on any of the tickets that I want to see is open and new. Thanks, Chris Benard -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3244 bytes Desc: S/MIME Cryptographic Signature URL: From sturner at MIT.EDU Thu Aug 25 11:11:46 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 25 Aug 2005 11:11:46 -0400 Subject: [rt-users] RT decides to change my query In-Reply-To: <430DDE53.207@highlandclinic.com> References: <430DDE53.207@highlandclinic.com> Message-ID: <6.2.1.2.2.20050825111118.02f80580@po14.mit.edu> At Thursday 8/25/2005 11:05 AM, Chris Benard wrote: >RT changes my query to say AND, instead of OR after the owner of >cbenard. I've formatted this SEVERAL ways, but none seem to work. Here's >what I'm trying to do: I want to see all tickets in all queues that are >owned by me, and I want to see all tickets in General owned by me or >Nobody. The only status on any of the tickets that I want to see is open >and new. You might find that the 'Advanced' search screen is the best way to do what you need - Steve From jesse at bestpractical.com Thu Aug 25 11:53:31 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Aug 2005 11:53:31 -0400 Subject: [rt-users] Re: [Rt-announce] RT Essentials now available In-Reply-To: <57282.146.6.135.25.1124978531.squirrel@mail.cm.utexas.edu> References: <20050824235026.GX31788@bestpractical.com> <430D0C76.4020302@u.washington.edu> <57282.146.6.135.25.1124978531.squirrel@mail.cm.utexas.edu> Message-ID: <20050825155331.GG31788@bestpractical.com> On Thu, Aug 25, 2005 at 09:02:11AM -0500, Viren Patel wrote: > What version of RT does this book discuss? Thanks. The book covers RT 3.4, though just about everything in RT 3.2 is covered, as is everything major about how 3.5 works. Jesse > -- > Viren Patel > Chemistry & Biochemistry > University of Texas at Austin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Thu Aug 25 11:58:23 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Aug 2005 11:58:23 -0400 Subject: [rt-users] Re: [Rt-devel] Bugs in RT 3.4.2 - Query Builder In-Reply-To: References: Message-ID: <20050825155822.GH31788@bestpractical.com> [Please do _not_ post the same message to rt-bugs, rt-users and rt-devel. Almost everyone on rt-devel is also on rt-users and by ccing rt-bugs, every reply to your message generates a new ticket.] On Thu, Aug 25, 2005 at 11:19:40AM -0300, Rodolfo de Moraes Reis wrote: > Hello All, > > I've been working with RT 3.4.2 since it was released, and in this period, I identified 2 critical bugs in Query Builder Page. > > 1- Error "Can't locate object method "removeChild" via package "root"" This one, I _know_ has been fixed in RT 3.4.3 > > 2- Change operator AND to OR (or vice versa) > > In a query, I've this scenario: > DependedOnBy = '1128' > OR id = 755 > OR Status != 'stalled' > So, if I try to change the second OR operator (in "OR Status != 'stalled'") to AND, this operation is applied also to the first OR operator (in "OR id = 755") and both are changed to AND. I can bypass this bug (putting some parenthesis using advantage page), although it's "too hard" for end users (you know that ! :)) > You need to indent the second bit of the query. If you upgrade to RT 3.4.3, you'll see the parenthesis in the regular view. > From chris at highlandclinic.com Thu Aug 25 12:41:49 2005 From: chris at highlandclinic.com (Chris Benard) Date: Thu, 25 Aug 2005 11:41:49 -0500 Subject: [rt-users] RT decides to change my query In-Reply-To: <6.2.1.2.2.20050825111118.02f80580@po14.mit.edu> References: <430DDE53.207@highlandclinic.com> <6.2.1.2.2.20050825111118.02f80580@po14.mit.edu> Message-ID: <430DF4CD.30405@highlandclinic.com> This is where I typed the query. It changes my query when I hit apply. It's extremely frustrating. Chris Stephen Turner wrote: > At Thursday 8/25/2005 11:05 AM, Chris Benard wrote: > >> RT changes my query to say AND, instead of OR after the owner of >> cbenard. I've formatted this SEVERAL ways, but none seem to work. >> Here's what I'm trying to do: I want to see all tickets in all queues >> that are owned by me, and I want to see all tickets in General owned >> by me or Nobody. The only status on any of the tickets that I want to >> see is open and new. > > > You might find that the 'Advanced' search screen is the best way to do > what you need - > > Steve -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3244 bytes Desc: S/MIME Cryptographic Signature URL: From scottf at eacceleration.com Thu Aug 25 13:01:16 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Thu, 25 Aug 2005 10:01:16 -0700 Subject: [rt-users] One article under multiple topics RTFM 2.1-TESTING Message-ID: <1124989276.1251.14.camel@scottf.site> I'm currently running RT 3.4.3 with RTFM 2.1-TESTING (revision 3719). I'm really enjoying the way I can organize the articles under topics and subtopics. I was wondering if there was any way to have multiple ways to get to the same article? That is, one article that may overlap a couple of different topics would show up under the trees of both topics. I could display the tree under topicA and find the article, but also be able to find it in the tree under topicD. Right now, it seems like if I want to have it show up under both trees, I need to put multiple copies of the article into the system. -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com -- You may dispense with the pleasantries, Commander. I'm here to put you back on schedule. Darth Vader, Return of the Jedi -- From sturner at MIT.EDU Thu Aug 25 13:33:04 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 25 Aug 2005 13:33:04 -0400 Subject: [rt-users] RT decides to change my query In-Reply-To: <430DDE53.207@highlandclinic.com> References: <430DDE53.207@highlandclinic.com> Message-ID: <6.2.1.2.2.20050825132927.02f37e18@po14.mit.edu> At Thursday 8/25/2005 11:05 AM, Chris Benard wrote: >This is my query I'm trying to do: >( > Status = 'new' > OR > Status = 'open' >) >AND >( > ( > Owner = 'cbenard' > ) > OR > ( > Queue = 'General' > AND > ( > Owner = 'cbenard' > OR > Owner = 'Nobody' > ) > ) >) > >RT changes my query to say AND, instead of OR after the owner of >cbenard. I've formatted this SEVERAL ways, but none seem to work. Here's >what I'm trying to do: I want to see all tickets in all queues that are >owned by me, and I want to see all tickets in General owned by me or >Nobody. The only status on any of the tickets that I want to see is open >and new. I'd say this is definitely a bug - I can reproduce it in 3.4.1 and 3.4.2. For me it also changes the final AND to OR Steve From anthony at olivero.us Thu Aug 25 16:32:17 2005 From: anthony at olivero.us (Tony Olivero) Date: Thu, 25 Aug 2005 15:32:17 -0500 Subject: [rt-users] Error with Web Interface Message-ID: <004601c5a9b4$183808a0$6401a8c0@sugarland> Hello: I got RT installed and the web interface running, but whenever I try to go to a page other than the "RT At A Glance" page, I get an error similar to: error: could not find component for initial path '/opt/rt3/share/html/Admin/' I am using Apache2 and FastCGI. All of the links have errors like this, just with different endings. Any help would be appreciated. Thanks in Advance. Tony -------------- next part -------------- An HTML attachment was scrubbed... URL: From su at inubit.com Thu Aug 25 16:41:30 2005 From: su at inubit.com (Stephan Uhlmann) Date: Thu, 25 Aug 2005 22:41:30 +0200 Subject: [rt-users] RT decides to change my query In-Reply-To: <430DDE53.207@highlandclinic.com> References: <430DDE53.207@highlandclinic.com> Message-ID: <200508252241.34041.su@inubit.com> On Thursday 25 August 2005 17:05, Chris Benard wrote: > Here's what I'm trying to do: I want to see all tickets in all queues > that are owned by me, and I want to see all tickets in General owned by > me or Nobody. The only status on any of the tickets that I want to see > is open and new. Try reducing your query to: ( Status = 'new' OR Status = 'open' ) AND ( ( Owner = 'cbenard' ) OR ( Queue = 'General' AND Owner = 'Nobody' ) ) which should be logically the same and maybe doesn't trigger that bug. (If that is a bug and not some genius perl function wanting to hint you at the logical imperfectness of the structure. ;)) Stephan -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From Ahalya_Nathan at mudnebr.com Thu Aug 25 16:45:00 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 25 Aug 2005 15:45:00 -0500 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: Message-ID: Hi all, I am trying to run RT 3.4.1 with Apache 2.0.54 with mod_perl 2.01. Apache 2.0.54 fails to start up because of this error. Could someone give a solution for this. Thu Aug 25 15:06:37 2005] [error] Can't load Perl module Apache2 for server localhost.localdomain:0, exiting... [Thu Aug 25 15:39:19 2005] [error] Can't locate Apache2.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . /usr/local/rt_dev/apacheRT3) at (eval 2) line 3. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at highlandclinic.com Thu Aug 25 17:05:18 2005 From: chris at highlandclinic.com (Chris Benard) Date: Thu, 25 Aug 2005 16:05:18 -0500 Subject: [rt-users] RT decides to change my query In-Reply-To: <200508252241.34041.su@inubit.com> References: <430DDE53.207@highlandclinic.com> <200508252241.34041.su@inubit.com> Message-ID: <430E328E.2030306@highlandclinic.com> It changes that to: ( Status = 'new' OR Status = 'open' ) AND ( ( Owner = 'cbenard' ) AND ( Queue = 'General' AND Owner = 'Nobody' ) ) It doesn't like that OR. It changes it to AND, no matter what. Chris Stephan Uhlmann wrote: > On Thursday 25 August 2005 17:05, Chris Benard wrote: > >>Here's what I'm trying to do: I want to see all tickets in all queues >>that are owned by me, and I want to see all tickets in General owned by >>me or Nobody. The only status on any of the tickets that I want to see >>is open and new. > > > > Try reducing your query to: > > ( > Status = 'new' > OR > Status = 'open' > ) > AND > ( > ( > Owner = 'cbenard' > ) > OR > ( > Queue = 'General' > AND > Owner = 'Nobody' > ) > ) > > > which should be logically the same and maybe doesn't trigger that bug. (If > that is a bug and not some genius perl function wanting to hint you at the > logical imperfectness of the structure. ;)) > > > Stephan > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3244 bytes Desc: S/MIME Cryptographic Signature URL: From jesse at bestpractical.com Thu Aug 25 18:09:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Aug 2005 18:09:35 -0400 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: References: Message-ID: <20050825220935.GB31788@bestpractical.com> On Thu, Aug 25, 2005 at 03:45:00PM -0500, Ahalya_Nathan at mudnebr.com wrote: > Hi all, > I am trying to run RT 3.4.1 with Apache 2.0.54 with mod_perl 2.01. Apache > 2.0.54 fails to start up because of this error. Could someone give a > solution for this. You're going to be trying for a long, long time unless you upgrade. RT 3.4.4pre2 and newer support mod_perl 2. Anything older than that will not work with mod_perl2. From Kevin.OBrien at sonyconnect.com Thu Aug 25 19:02:31 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Thu, 25 Aug 2005 16:02:31 -0700 Subject: [rt-users] RE: PreviewScrips and TransactionBatch Message-ID: So, I've spent the past several days trying to track this problem down but my perl knowledge is hitting a limit. For some reason DryRun is not honored if the stage is set to TransactionBatch. In the mean time, I've disabled PreviewScrips to keep blank e-mails from being sent out every time someone clicks the Reply link. -=Kevin=- _____ From: O'Brien, Kevin Sent: Tuesday, August 23, 2005 10:23 PM To: rt-users at lists.bestpractical.com Subject: PreviewScrips and TransactionBatch I set up a user defined scrip condition (with TransactionBatch mode on) that looks for any correspond transaction but the PreviewScrip is causing the condition to return true every time Update.html is called. I've tried to debug why DryRun is not honored when the scrip is set to TransactionBatch mode but I can't seem to track it down. Anyone have any ideas? -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Markus.Scheffknecht at t-systems.com Fri Aug 26 02:51:42 2005 From: Markus.Scheffknecht at t-systems.com (Markus.Scheffknecht at t-systems.com) Date: Fri, 26 Aug 2005 08:51:42 +0200 Subject: [rt-users] 500 server error after search Message-ID: <1B3F6DBF6C1A584C9FB833DE11BDED48053BCD2E@E8PBD.blf01.telekom.de> Hi all, I have RT 3.2.2 running on Solaris, an it works pretty good most of the time. But after doing some searches Apache and RT shutdown itself after using the following search Requestor.EmailAddress LIKE 'part.of.email' OR Cc.EmailAddress LIKE 'part.of.email' After starting the search I got a 500 server error and I have the restart apache. Does someone has the same problem? Is there something to avoid this problem? Greetings Markus Scheffknecht -------------- next part -------------- An HTML attachment was scrubbed... URL: From S.G.Tranter at lboro.ac.uk Fri Aug 26 06:33:19 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 26 Aug 2005 11:33:19 +0100 Subject: [rt-users] Mod_perl2 problem Message-ID: <430EEFEF.4040909@lboro.ac.uk> Hello Everyone, I've installed from new RT 3.5.2 on Fedora Core 4, which according to rpm -qa, comes with mod_perl-2.0.0. However apache will not start, stating in its error_log: [Fri Aug 26 11:25:00 2005] [error] ModPerl 1.9x is no longer supported -- upgrad e to 2.0 first at /opt/rt3/bin/webmux.pl line 60.\nBEGIN failed--compilation abo rted at /opt/rt3/bin/webmux.pl line 67.\nCompilation failed in require at (eval 2) line 1.\n [Fri Aug 26 11:25:00 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt-test.lboro.ac.uk:0, exiting... The server was built with mod_perl2, so surely it should work? Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From shtang at clustertech.com Fri Aug 26 06:49:59 2005 From: shtang at clustertech.com (Ricky Tang Siu Hong) Date: Fri, 26 Aug 2005 18:49:59 +0800 Subject: [rt-users] Mod_perl2 problem References: <430EEFEF.4040909@lboro.ac.uk> Message-ID: <06ef01c5aa2b$efdeaa30$34d1fea9@RickyD600> I just have the same problem yesterday (RT on FC4). Now I can get it run (at least see the login screen). You need minor edit in several places of RT. First, remove the code "use Apache2;", and change "Apache::Request" to "Apache2::Request", as I remember You can follow the error message and do debugging. You can refer to http://perl.apache.org/docs/2.0/rename.html Regards, Ricky Tang Cluster Technology Limited ----- Original Message ----- From: "Stewart Tranter" To: Sent: Friday, August 26, 2005 6:33 PM Subject: [rt-users] Mod_perl2 problem > Hello Everyone, > > I've installed from new RT 3.5.2 on Fedora Core 4, which according to > rpm -qa, comes with mod_perl-2.0.0. However apache will not start, > stating in its error_log: > > [Fri Aug 26 11:25:00 2005] [error] ModPerl 1.9x is no longer supported -- > upgrad > e to 2.0 first at /opt/rt3/bin/webmux.pl line 60.\nBEGIN > failed--compilation abo > rted at /opt/rt3/bin/webmux.pl line 67.\nCompilation failed in require at > (eval > 2) line 1.\n > [Fri Aug 26 11:25:00 2005] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl > for server rt-test.lboro.ac.uk:0, exiting... > > The server was built with mod_perl2, so surely it should work? > > Stewart > ------------------------------------------------ > Stewart Tranter > Computing Services > Loughborough University > > E: s.g.tranter at lboro.ac.uk > W: http://www.lboro.ac.uk/computing/ > T: +44 (0) 1509 223719 > F: +44 (0) 1509 223989 > ------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > Download a free sample chapter from http://rtbook.bestpractical.com > From Joerg.Ungermann at web.de Fri Aug 26 07:55:23 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Fri, 26 Aug 2005 13:55:23 +0200 Subject: [rt-users] Strange problems with local path Message-ID: <768892029@web.de> sTRANGE PROBLEM WITH Apache and modperl When Displaying Tickets I cannot run /html/Ticket/elements/requestor.html from the local path (customized) It complains that in line my ?rows = 10; following complain. " Error during compilation of /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor: Global symbol "$rows" requires explicit package name at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 47. syntax error at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 47, near "10;" Global symbol "$rows" requires explicit package name at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 55. Global symbol "$rows" requires explicit package name at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 174. Missing right curly or square bracket" If i take just the same file ShowRequestor.html to the usr/share/ path (originals) it works. Can someone help? This worked al fine with apache 2 and mod2-perl2 Kind regards Joerg _________________________________________________________________________ Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 From Ahalya_Nathan at mudnebr.com Fri Aug 26 09:46:54 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Fri, 26 Aug 2005 08:46:54 -0500 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: <20050825220935.GB31788@bestpractical.com> Message-ID: Hi Jesse, If i switch to FastCGI, do i have to reinstall RT all over again? Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com Jesse Vincent 08/25/2005 05:09 PM To Ahalya_Nathan at mudnebr.com cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Can't locate Apache2.pm in @INC ?? On Thu, Aug 25, 2005 at 03:45:00PM -0500, Ahalya_Nathan at mudnebr.com wrote: > Hi all, > I am trying to run RT 3.4.1 with Apache 2.0.54 with mod_perl 2.01. Apache > 2.0.54 fails to start up because of this error. Could someone give a > solution for this. You're going to be trying for a long, long time unless you upgrade. RT 3.4.4pre2 and newer support mod_perl 2. Anything older than that will not work with mod_perl2. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ronn at emm.org Fri Aug 26 10:19:39 2005 From: ronn at emm.org (Ronald Nissley) Date: Fri, 26 Aug 2005 10:19:39 -0400 Subject: [rt-users] FC4, RT 3.4.1, Apache 2.0.54 config - how to remove trailing '/rt/' Message-ID: >> Anyone know of an easy way to modify the instructions found at >> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide so that I can simply >> use http://rt.mydomain.org instead of http://realhostname.mydomain.org/rt/ to >> access request tracker? Actually, http://rt.mydomain.org/rt/ works too, but I'd >> like to get rid of that trailing '/rt/' if possible. I've doodled with RT_SiteConfig >> and httpd.conf, but I don't seem to have it right. I keep getting the "You're >> almost there! You haven't yet configured your webserver to run RT. You appear >> to have installed RT's web interface correctly, but haven't yet configured your >> web server to 'run' the RT server which powers the web interface" when I try >> accessing RT via http://rt.mydomain.org. >> >> I'm guessing it's a combination of changing $WebPath and/or $WebBaseURL >> (in RT_SiteConfig) and/or the ScriptAlias line (in httpd.conf), but then again, I >> don't know. >> >> Thank you in advance, >> >> Ronald Nissley > Ronald, > > Its a combination of both ScriptAlias in httpd.conf, and WebPath in RT_SiteConfig: > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > Set($WebPath , ""); > > > Best, > -WcH This is what I'd tried before; no, it didn't work this time either. I keep getting the same message. And yes, I did restart Apache (httpd) after making the changes. Regards, Ronald Nissley From jra at baylink.com Fri Aug 26 10:32:36 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 26 Aug 2005 10:32:36 -0400 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: <20050825220935.GB31788@bestpractical.com>; from Jesse Vincent on Thu, Aug 25, 2005 at 06:09:35PM -0400 References: <20050825220935.GB31788@bestpractical.com> Message-ID: <20050826103236.I31149@cgi.jachomes.com> On Thu, Aug 25, 2005 at 06:09:35PM -0400, Jesse Vincent wrote: > On Thu, Aug 25, 2005 at 03:45:00PM -0500, Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > > I am trying to run RT 3.4.1 with Apache 2.0.54 with mod_perl 2.01. Apache > > 2.0.54 fails to start up because of this error. Could someone give a > > solution for this. > > You're going to be trying for a long, long time unless you upgrade. > RT 3.4.4pre2 and newer support mod_perl 2. Anything older than that > will not work with mod_perl2. Are you certain of that fencepoint? I'm reasonably certain I'm running 3.4.2, and it's working for me. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From anner at blast.com Fri Aug 26 10:34:46 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 26 Aug 2005 10:34:46 -0400 Subject: [rt-users] Strange problems with local path In-Reply-To: <768892029@web.de> References: <768892029@web.de> Message-ID: <430F2886.7090306@blast.com> J?rg Ungermann wrote: > sTRANGE PROBLEM WITH > Apache and modperl > > When Displaying Tickets > I cannot run /html/Ticket/elements/requestor.html from the local path (customized) > > It complains that in line > > my ?rows = 10; > > following complain. > " > Error during compilation of /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor: > Global symbol "$rows" requires explicit package name at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 47. > syntax error at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 47, near "10;" > Global symbol "$rows" requires explicit package name at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 55. > Global symbol "$rows" requires explicit package name at /usr/local/share/request-tracker3.4/html/Ticket/Elements/ShowRequestor line 174. > Missing right curly or square bracket" > > If i take just the same file ShowRequestor.html to the usr/share/ path (originals) it works. > > Can someone help? > > This worked al fine with apache 2 and mod2-perl2 > > Kind regards > > Joerg > my guess would be that you didn't re-install, just moved the install from one folder to the other? A quick fix would be to link /usr/share/request-tracker3.4 to /usr/local/share/request-tracker3.4 Anne From Joerg.Ungermann at web.de Fri Aug 26 12:19:53 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Fri, 26 Aug 2005 18:19:53 +0200 Subject: [rt-users] Need Requestor Dialog in Create.html Message-ID: <769181270@web.de> I would like to have a dialog similar to the persons tab in the create ticket form. It will be used to select the requestor from the user table instead of entering him by freetext. We hope this will prevent typos and thus dummy users in the database. Is it possible to use EditPersons.html to do that? Does anybody have a solution ? Thanks Joerg _________________________________________________________________________ Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 From robert at thebellfamily.com Fri Aug 26 13:16:36 2005 From: robert at thebellfamily.com (Robert Bell) Date: Fri, 26 Aug 2005 10:16:36 -0700 Subject: [rt-users] Re: [Rtfm-devel] Re: RT 3.4.4 + RTFM 2.0.4 In-Reply-To: <20050824175223.GL31788@bestpractical.com> References: <430B6049.2010601@thebellfamily.com> <430CA73F.3080303@thebellfamily.com> <20050824175223.GL31788@bestpractical.com> Message-ID: <430F4E74.1090508@thebellfamily.com> An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Aug 26 13:23:39 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 26 Aug 2005 13:23:39 -0400 Subject: [rt-users] Need Requestor Dialog in Create.html In-Reply-To: <769181270@web.de> References: <769181270@web.de> Message-ID: <20050826172338.GH31788@bestpractical.com> On Fri, Aug 26, 2005 at 06:19:53PM +0200, Jrg Ungermann wrote: > > I would like to have a dialog similar to the persons tab in the create ticket form. We've previously put this together for a customer. Right now, it's really waiting on being cleaned up to not include their name. > > It will be used to select the requestor from the user table instead of entering him by freetext. > We hope this will prevent typos and thus dummy users in the database. > > Is it possible to use EditPersons.html to do that? > > Does anybody have a solution ? > > Thanks Joerg > _________________________________________________________________________ > Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle > Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Fri Aug 26 13:30:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 26 Aug 2005 13:30:52 -0400 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: <20050826103236.I31149@cgi.jachomes.com> References: <20050825220935.GB31788@bestpractical.com> <20050826103236.I31149@cgi.jachomes.com> Message-ID: <20050826173052.GK31788@bestpractical.com> > > You're going to be trying for a long, long time unless you upgrade. > > RT 3.4.4pre2 and newer support mod_perl 2. Anything older than that > > will not work with mod_perl2. > > Are you certain of that fencepoint? I'm reasonably certain I'm running > 3.4.2, and it's working for me. There is _no way_ an unmodified RT 3.4.2 could work with the released version of mod_perl2. I can believe that you have an old beta or release candidate which predates the great renaming. > > Cheers, > -- jra > -- > Jay R. Ashworth jra at baylink.com > Designer Baylink RFC 2100 > Ashworth & Associates The Things I Think '87 e24 > St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 > > "NPR has a lot in common with Nascar... we both turn to the left." > - Peter Sagal, on Wait Wait, Don't Tell Me! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From Ahalya_Nathan at mudnebr.com Fri Aug 26 13:32:44 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Fri, 26 Aug 2005 12:32:44 -0500 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: <20050826103236.I31149@cgi.jachomes.com> Message-ID: Hi, We had installed RT with mod-perl 1 initially, now i am trying to install it with mod-perl 2. The way i went about is I used the previosuly configured RT, built mod_perl 2 and added the following to the httpd.conf file of apache : ******************************************************************************************************************************************************************************************************************************* PerlModule Apache2 LoadModule perl_module modules/mod_perl.so ServerName domain.example.com ServerAlias domain ErrorLog logs/dummy-host.example.com-error_log CustomLog logs/dummy-host.example.com-access_log common DocumentRoot /usr/local/rt/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /usr/local/rt/bin/webmux.pl PerlSetVar MasonArgsMethod CGI SetHandler perl-script PerlHandler RT::Mason PerlOptions +ParseHeaders Options +ExecCGI ******************************************************************************************************************************************************************************************************************************* Apache fails to run if i add the first line "PerlModule Apache2". Do i have to configure RT again - - with -mod-perl2 option?? Because i didn't do that. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com "Jay R. Ashworth" Sent by: rt-users-bounces at lists.bestpractical.com 08/26/2005 09:32 AM To rt-users at lists.bestpractical.com cc Subject Re: [rt-users] Can't locate Apache2.pm in @INC ?? On Thu, Aug 25, 2005 at 06:09:35PM -0400, Jesse Vincent wrote: > On Thu, Aug 25, 2005 at 03:45:00PM -0500, Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > > I am trying to run RT 3.4.1 with Apache 2.0.54 with mod_perl 2.01. Apache > > 2.0.54 fails to start up because of this error. Could someone give a > > solution for this. > > You're going to be trying for a long, long time unless you upgrade. > RT 3.4.4pre2 and newer support mod_perl 2. Anything older than that > will not work with mod_perl2. Are you certain of that fencepoint? I'm reasonably certain I'm running 3.4.2, and it's working for me. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at thebellfamily.com Fri Aug 26 14:27:29 2005 From: robert at thebellfamily.com (Robert Bell) Date: Fri, 26 Aug 2005 11:27:29 -0700 Subject: [rt-users] Re: [Rtfm-devel] Re: RT 3.4.4 + RTFM 2.0.4 In-Reply-To: <430F4E74.1090508@thebellfamily.com> References: <430B6049.2010601@thebellfamily.com> <430CA73F.3080303@thebellfamily.com> <20050824175223.GL31788@bestpractical.com> <430F4E74.1090508@thebellfamily.com> Message-ID: <430F5F11.2000003@thebellfamily.com> An HTML attachment was scrubbed... URL: From list at triumph2005.com Fri Aug 26 15:42:30 2005 From: list at triumph2005.com (Chris) Date: Fri, 26 Aug 2005 20:42:30 +0100 Subject: [rt-users] RT(3.0.12) on Debian using qmail - perl error Message-ID: <001301c5aa76$4c8c1980$1521a8c0@tcs21> Hi The apache log tells me I have a perl error: Can't locate mod_perl2.pm I am using Debian Sarge Can anyone help? Regards Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben at atomicmatrix.net Fri Aug 26 17:05:33 2005 From: ben at atomicmatrix.net (ben at atomicmatrix.net) Date: Fri, 26 Aug 2005 17:05:33 -0400 Subject: [rt-users] RTFM: Customfield data not inserting upon Include RTFM Article Message-ID: <20050826210547.34A9E4D8302@diesel.bestpractical.com> RT 3.4.2 RTM 2.1-TESTING (3726) perl 5.8.6. Everything about RTFM seems to be working (I've only played with it for 45 mins) except that I can't seem to include any custom content when I Reply (using www interface) a ticket and click to include an article. When I do so, it includes: #2: foo ------- testing "foo" is the subject and "testing" is the summary. I have a CF called "body" that applies to RTFM Articles of type Fill in one text area (I've tried wiki and others as well). The content of "body" in article #2 is filled out but as you can see isn't making it. This is all under a class called TestClass and a topic of TestTopic. I've granted all the perms I believe I need to but I'm a superuser anyway. I'm not seeing anything relevant in the logs (debug mode). Any ideas? Thanks! -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From brettb at wolfram.com Fri Aug 26 17:52:41 2005 From: brettb at wolfram.com (Brett Barnhart) Date: Fri, 26 Aug 2005 16:52:41 -0500 Subject: [rt-users] Need table links to get requestors for a ticket Message-ID: <430F8F29.2080701@wolfram.com> We are using RT3 and I am writing reports in Crystal to send out weekly emails to people that say "Here are all your Open Tickets.. blah blah" I am having a hard time finding the connection between tickets and users. I was expecting to see a table called Watchers or something that would have ticket_id, user_id, watcher_type but I've looked through all the tables and nothing comes close to matching that. I've searched the archives and I've found some hints.. but I can't use them. I have no access to the web server, so I can't look at the log files in debug mode or even look at the script behind the pages. All I have access to is the MySql Database where RT3 lives. I also do not want to use the Perl API which was also suggested in another thread. Currently, my query looks like this: select Queues.Name, Tickets.id, Tickets.Subject, Tickets.Priority, Tickets.Status, Owners.Name, Owners.EmailAddress, Owners.RealName , Tickets.Created, Tickets.LastUpdated from Users Owners, Queues, Tickets where Tickets.Owner = Owners.id and Tickets.Queue = Queues.id and Tickets.status in ('open', 'stalled') and I just need to add Requestors and I've got it. Thanks in advance! Brett From JPriddy at thegoldensource.com Fri Aug 26 22:52:27 2005 From: JPriddy at thegoldensource.com (Priddy, John) Date: Fri, 26 Aug 2005 22:52:27 -0400 Subject: [rt-users] Password reminder w/ conditional password generation Message-ID: <86B3F258E53EB94CB2FC7B1CA6CA6EF4991D6E@usexnode2.ftisoftus.com> I am trying to find a way to include a password reminder in each autoreply from one of my queues. As it is right now I ripped off code from http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword which works great for creating a password if a user doesn't exist, but what about users that existed before added this? They create a ticket and because they already exist as a user they are unable to take advantage of the web interface. I have currently removed the modified it so that everyones password is reset, and is emailed out on each ticket. This workaround isn't too great either as its pretty silly to reset a password every time, as well as the annoyance of having to reset my own as well as other admins if we have to forward requests that were sent to us instead of rt. Can anyone give me any tips on a way to test for the password being null and then run the autogeneration part of the script if this is the case? or at least skip over queue admin users? John This is RT 3.4. The code I ripped off that's part of the template run when a ticket is created is below: { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please forward this email back to TechSupport for assistance."; } $OUT .= " You can check the current status and history of all your requests at: ".$RT::WebURL." When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } -------------- next part -------------- An HTML attachment was scrubbed... URL: From frankie at easyrider.com Sat Aug 27 01:57:46 2005 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 26 Aug 2005 22:57:46 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? Message-ID: <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> Folks, I have been very happily running RT 3.0.1 on a Redhat 7.3 server for several years. I plan to keep this machine in service as long as possible but am starting to think about what to do when the hardware finally dies. I'm planning on building a new Redhat ES 4.0 server and building the latest RT code onto it. My question is: I would very much like to be able to import/migrate all of the current RT user account info and trouble ticket databases from my existing system to the new one. Is this even possible? What advice would you have? TIA! From les at futuresource.com Sat Aug 27 15:16:25 2005 From: les at futuresource.com (Les Mikesell) Date: Sat, 27 Aug 2005 14:16:25 -0500 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> References: <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> Message-ID: <1125170185.480.67.camel@les-home.futuresource.com> On Sat, 2005-08-27 at 00:57, Frank Saxton wrote: > I have been very happily running RT 3.0.1 on a Redhat 7.3 server for > several years. I plan to keep this machine in service as long as possible > but am starting to think about what to do when the hardware finally dies. > > I'm planning on building a new Redhat ES 4.0 server and building the latest > RT code onto it. My question is: > > I would very much like to be able to import/migrate all of the current RT > user account info and trouble ticket databases from my existing system to > the new one. You should be able to 'mysqldump --opt rt3 >rt301.sql' on the old system, copy the file over and 'mysqladmin create rt3; mysql Message-ID: <004701c5ab4f$63c9e8f0$52c593c3@tiger> As far as I remember you'll find these in the Groups table where the Instance is your Ticket number and the Type describe the kind of watcher (admincc, requestor etc), you need to join with the cachedgroupmembers .. sorry can't be more specific, I have not an RT console accessible at the moment. Roy ----- Original Message ----- From: "Brett Barnhart" To: Sent: Friday, August 26, 2005 10:52 PM Subject: [rt-users] Need table links to get requestors for a ticket > We are using RT3 and I am writing reports in Crystal to send out weekly emails to people that say "Here are all your Open Tickets.. blah blah" > > I am having a hard time finding the connection between tickets and users. > > I was expecting to see a table called Watchers or something that would have ticket_id, user_id, watcher_type but I've looked through all the tables > and nothing comes close to matching that. > > I've searched the archives and I've found some hints.. but I can't use them. > > I have no access to the web server, so I can't look at the log files in debug mode or even look at the script behind the pages. All I have access to > is the MySql Database where RT3 lives. > > I also do not want to use the Perl API which was also suggested in another thread. > > Currently, my query looks like this: > > select Queues.Name, Tickets.id, Tickets.Subject, Tickets.Priority, Tickets.Status, Owners.Name, Owners.EmailAddress, Owners.RealName > , Tickets.Created, Tickets.LastUpdated > from Users Owners, > Queues, > Tickets > where Tickets.Owner = Owners.id > and Tickets.Queue = Queues.id > and Tickets.status in ('open', 'stalled') > > and I just need to add Requestors and I've got it. > > Thanks in advance! > Brett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From todd at chaka.net Sat Aug 27 19:42:55 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 27 Aug 2005 19:42:55 -0400 Subject: [rt-users] Need table links to get requestors for a ticket In-Reply-To: <430F8F29.2080701@wolfram.com> References: <430F8F29.2080701@wolfram.com> Message-ID: <20050827234255.GC6025@chaka.net> There is a link to the schema on the wiki. Good luck. -Todd From todd at chaka.net Sat Aug 27 19:50:39 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 27 Aug 2005 19:50:39 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050823185720.L5313@cgi.jachomes.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> <20050823212146.GH31788@bestpractical.com> <20050823185720.L5313@cgi.jachomes.com> Message-ID: <20050827235039.GD6025@chaka.net> On Tue, Aug 23, 2005 at 06:57:20PM -0400, Jay R. Ashworth wrote: > > By livesearch, are you referring to some implementation of AJAX? > > No, I guess AJAX requires JS as well. > > > We _do_ have a create ticket variant with user search built in that > > we'll mainline when we get a chance. > > It's not the search that I need (and that I think someone else said > they needed as well): it's *grouping*. I want the ticket to belong to > "Branch office 20", no matter which of that branch's people sent it in. > > How hard is it to get from here to there? Jesse doesn't believe in a group owning a ticket. I talked to him about this at YAPC. I see his point from purist standpoint, but it does make it more complicated to assign a ticket to a group, which is then eventually handled by an individual. If you mean that a group can't be the Requestor of a ticket, I haven't thought about that much. -Todd From jesse at bestpractical.com Sat Aug 27 21:12:50 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 27 Aug 2005 21:12:50 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050827235039.GD6025@chaka.net> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> <20050823212146.GH31788@bestpractical.com> <20050823185720.L5313@cgi.jachomes.com> <20050827235039.GD6025@chaka.net> Message-ID: <20050828011250.GY31788@bestpractical.com> On Sat, Aug 27, 2005 at 07:50:39PM -0400, Todd Chapman wrote: > > > We _do_ have a create ticket variant with user search built in that > > > we'll mainline when we get a chance. > > > > It's not the search that I need (and that I think someone else said > > they needed as well): it's *grouping*. I want the ticket to belong to > > "Branch office 20", no matter which of that branch's people sent it in. > > That sure sounds like you want to make the "Branch office 20" group a Cc or Requestor of the ticket. Maybe a scrip to do an LDAP lookup on create? From ruslan.zakirov at gmail.com Sat Aug 27 22:08:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 28 Aug 2005 06:08:52 +0400 Subject: [rt-users] Need table links to get requestors for a ticket In-Reply-To: <430F8F29.2080701@wolfram.com> References: <430F8F29.2080701@wolfram.com> Message-ID: <589c944005082719082b31e7cc@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?GetReqestorInfoByTicketId could help you. On 8/27/05, Brett Barnhart wrote: > We are using RT3 and I am writing reports in Crystal to send out weekly emails to people that say "Here are all your Open Tickets.. blah blah" > > I am having a hard time finding the connection between tickets and users. > > I was expecting to see a table called Watchers or something that would have ticket_id, user_id, watcher_type but I've looked through all the tables > and nothing comes close to matching that. > > I've searched the archives and I've found some hints.. but I can't use them. > > I have no access to the web server, so I can't look at the log files in debug mode or even look at the script behind the pages. All I have access to > is the MySql Database where RT3 lives. > > I also do not want to use the Perl API which was also suggested in another thread. > > Currently, my query looks like this: > > select Queues.Name, Tickets.id, Tickets.Subject, Tickets.Priority, Tickets.Status, Owners.Name, Owners.EmailAddress, Owners.RealName > , Tickets.Created, Tickets.LastUpdated > from Users Owners, > Queues, > Tickets > where Tickets.Owner = Owners.id > and Tickets.Queue = Queues.id > and Tickets.status in ('open', 'stalled') > > and I just need to add Requestors and I've got it. > > Thanks in advance! > Brett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From brettb at wolfram.com Sat Aug 27 22:10:15 2005 From: brettb at wolfram.com (Brett Barnhart) Date: Sat, 27 Aug 2005 21:10:15 -0500 Subject: [rt-users] Need table links to get requestors for a ticket In-Reply-To: <589c944005082719082b31e7cc@mail.gmail.com> References: <430F8F29.2080701@wolfram.com> <589c944005082719082b31e7cc@mail.gmail.com> Message-ID: <43111D07.5060602@wolfram.com> Yes! This is exactly what I was looking for.. Thanks Ruslan Zakirov wrote: > http://wiki.bestpractical.com/index.cgi?GetReqestorInfoByTicketId > could help you. > > On 8/27/05, Brett Barnhart wrote: > >>We are using RT3 and I am writing reports in Crystal to send out weekly emails to people that say "Here are all your Open Tickets.. blah blah" >> >>I am having a hard time finding the connection between tickets and users. >> >>I was expecting to see a table called Watchers or something that would have ticket_id, user_id, watcher_type but I've looked through all the tables >>and nothing comes close to matching that. >> >>I've searched the archives and I've found some hints.. but I can't use them. >> >>I have no access to the web server, so I can't look at the log files in debug mode or even look at the script behind the pages. All I have access to >>is the MySql Database where RT3 lives. >> >>I also do not want to use the Perl API which was also suggested in another thread. >> >>Currently, my query looks like this: >> >>select Queues.Name, Tickets.id, Tickets.Subject, Tickets.Priority, Tickets.Status, Owners.Name, Owners.EmailAddress, Owners.RealName >>, Tickets.Created, Tickets.LastUpdated >>from Users Owners, >>Queues, >>Tickets >>where Tickets.Owner = Owners.id >>and Tickets.Queue = Queues.id >>and Tickets.status in ('open', 'stalled') >> >>and I just need to add Requestors and I've got it. >> >>Thanks in advance! >>Brett >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> > > > From todd at chaka.net Sat Aug 27 23:06:33 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 27 Aug 2005 23:06:33 -0400 Subject: [rt-users] Changes to allow selecting a requestor from drop down list In-Reply-To: <20050828011250.GY31788@bestpractical.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA3E3@mailservermn.mqsoftware.com> <20050819115053.F12667@cgi.jachomes.com> <20050823212146.GH31788@bestpractical.com> <20050823185720.L5313@cgi.jachomes.com> <20050827235039.GD6025@chaka.net> <20050828011250.GY31788@bestpractical.com> Message-ID: <20050828030632.GE6025@chaka.net> On Sat, Aug 27, 2005 at 09:12:50PM -0400, Jesse Vincent wrote: > > > > On Sat, Aug 27, 2005 at 07:50:39PM -0400, Todd Chapman wrote: > > > > We _do_ have a create ticket variant with user search built in that > > > > we'll mainline when we get a chance. > > > > > > It's not the search that I need (and that I think someone else said > > > they needed as well): it's *grouping*. I want the ticket to belong to > > > "Branch office 20", no matter which of that branch's people sent it in. > > > > > That sure sounds like you want to make the "Branch office 20" group a Cc > or Requestor of the ticket. Maybe a scrip to do an LDAP lookup on > create? Hmmm... It says you qouted me, but didn't actually quote anything I said. I was just making a comment on someone else's inquiry. -Todd From ben at atomicmatrix.net Sun Aug 28 14:01:41 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Sun, 28 Aug 2005 14:01:41 -0400 Subject: [rt-users] RTFM: Customfield data not inserting upon Include RTFMArticle In-Reply-To: <20050826210547.34A9E4D8302@diesel.bestpractical.com> Message-ID: <20050828180153.99BC24D806E@diesel.bestpractical.com> Just sent the attached to rtfm-bugs. -=| Ben _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ben at atomicmatrix.net Sent: Friday, August 26, 2005 5:06 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTFM: Customfield data not inserting upon Include RTFMArticle RT 3.4.2 RTM 2.1-TESTING (3726) perl 5.8.6. Everything about RTFM seems to be working (I've only played with it for 45 mins) except that I can't seem to include any custom content when I Reply (using www interface) a ticket and click to include an article. When I do so, it includes: #2: foo ------- testing "foo" is the subject and "testing" is the summary. I have a CF called "body" that applies to RTFM Articles of type Fill in one text area (I've tried wiki and others as well). The content of "body" in article #2 is filled out but as you can see isn't making it. This is all under a class called TestClass and a topic of TestTopic. I've granted all the perms I believe I need to but I'm a superuser anyway. I'm not seeing anything relevant in the logs (debug mode). Any ideas? Thanks! -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded message was scrubbed... From: "Goodwin, Benjamin C." Subject: Bug & patch: including article text in replies Date: Sun, 28 Aug 2005 13:58:17 -0400 Size: 4787 URL: From ben at atomicmatrix.net Sun Aug 28 14:11:01 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Sun, 28 Aug 2005 14:11:01 -0400 Subject: [rt-users] RTFM: Customfield data not inserting upon IncludeRTFMArticle In-Reply-To: <20050828180153.99BC24D806E@diesel.bestpractical.com> Message-ID: <20050828181113.68FCB4D8098@diesel.bestpractical.com> Additionally, I wonder about this line: % if ($cf->Type eq 'TextSingle') { There is no "TestSingle" CF type - shouldn't this just be "Text"? -=| Ben _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Goodwin Sent: Sunday, August 28, 2005 2:02 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RTFM: Customfield data not inserting upon IncludeRTFMArticle Just sent the attached to rtfm-bugs. -=| Ben _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ben at atomicmatrix.net Sent: Friday, August 26, 2005 5:06 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTFM: Customfield data not inserting upon Include RTFMArticle RT 3.4.2 RTM 2.1-TESTING (3726) perl 5.8.6. Everything about RTFM seems to be working (I've only played with it for 45 mins) except that I can't seem to include any custom content when I Reply (using www interface) a ticket and click to include an article. When I do so, it includes: #2: foo ------- testing "foo" is the subject and "testing" is the summary. I have a CF called "body" that applies to RTFM Articles of type Fill in one text area (I've tried wiki and others as well). The content of "body" in article #2 is filled out but as you can see isn't making it. This is all under a class called TestClass and a topic of TestTopic. I've granted all the perms I believe I need to but I'm a superuser anyway. I'm not seeing anything relevant in the logs (debug mode). Any ideas? Thanks! -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From desouza at Math.Berkeley.EDU Sun Aug 28 15:42:34 2005 From: desouza at Math.Berkeley.EDU (Paulo Ney de Souza) Date: Sun, 28 Aug 2005 12:42:34 -0700 Subject: [rt-users] customizing RT interface Message-ID: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> I would like to customize the RT interface, colors, and even get rid of the Best Practical logo from the pages. Are there any pointers in the documentation on how to get started o that ? Paulo Ney de Souza desouza at math.berkeley.edu From rmreis at cpqd.com.br Thu Aug 25 10:15:43 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 25 Aug 2005 11:15:43 -0300 Subject: [rt-users] Bugs in RT 3.4.2 - Query Builder Message-ID: Hello All, I've been working with RT 3.4.2 since it was released, and in this period, I identified 2 critical bugs in Query Builder Page. 1- Error "Can't locate object method "removeChild" via package "root"" I.e.: I add 2 criteria. After I set 2 others criteria to be added and in the same time I select that 2 (that were added) to be removed and then, when I click in delete button appear this error: Can't locate object method "removeChild" via package "root" (perhaps you forgot to load "root"?) at /l/disk1/ccdsin/rt3.4.1/share/html/Search/Build.html line 432. context: ... 428: } 429: } 430: elsif ( $ARGS{"DeleteClause"} ) { 431: if (@current_values) { 432: $_->getParent()->removeChild($_) for @current_values; 433: } 434: else { 435: push( @actions, [ loc("error: nothing to delete"), -1 ] ); 436: } These steps above are just to ilustrate when this error happens, but I already had the same error in other situations. 2- Change operator AND to OR (or vice versa) In a query, I've this scenario: DependedOnBy = '1128' OR id = 755 OR Status != 'stalled' So, if I try to change the second OR operator (in "OR Status != 'stalled'") to AND, this operation is applied also to the first OR operator (in "OR id = 755") and both are changed to AND. I can bypass this bug (putting some parenthesis using advantage page), although it's "too hard" for end users (you know that ! :)) Someone already had these errors?! Is there a way to fix?! Does the 3.4.3 version solve these problems?! Thanks in advance!! Regards, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From graham at historicalengineering.com Sun Aug 28 19:55:18 2005 From: graham at historicalengineering.com (Graham Briggs) Date: Mon, 29 Aug 2005 00:55:18 +0100 Subject: [rt-users] customizing RT interface In-Reply-To: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> Message-ID: Hi, Yes, there's a load of stuff in the online Wiki on the website. Most customisation is done using Callbacks, i.e., code that overrides the default layout code. It is possible to completely rewrite the interface over time this way, however most people limit the changes to the bare minimum. I'll also have my archive of alterations / callbacks online soon once I've tidied up a few things. You can find screenshots in a previous posting of mine to this mailing list (within the past week I believe). Yours, Graham On 28 Aug 2005, at 20:42, Paulo Ney de Souza wrote: > > I would like to customize the RT interface, colors, and even > get rid of the Best Practical logo from the pages. Are there > any pointers in the documentation on how to get started o that ? > > Paulo Ney de Souza > desouza at math.berkeley.edu > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From president at case.org.au Sun Aug 28 21:26:05 2005 From: president at case.org.au (Darrell Burkey) Date: Mon, 29 Aug 2005 11:26:05 +1000 Subject: [rt-users] No admin access - another try for assistance Message-ID: <1125278765.3331.8.camel@localhost.localdomain> I wrote about this issue a fortnight ago and received a reply that it looked like a web server problem. As I said I have two Solaris servers that are almost identical and RT runs fine on one and not on the other. I've installed RT several times so I'm fairly up on it but at this point I've hit a total dead end in spite of weeks of testing. This issue is that after installation I can access the authorisation page but when I enter "root" user and the password only the "Self-Serve" page comes up. No admin. I've checked the database carefully against a working version and it has all the same entries for the root user. It may indeed be a server problem but I'm confident that the server is exactly the same as the other server. Only difference I can see between the two is that one has Perl 5.8.5 and the one I'm installing on now has Perl 5.8.8. I'd sure appreciate some help as I really need to get this in to production. Using: Solaris 8 on Sun servers Apache 1.3.33 with mod_perl 1.29 compiled against perl 5.8.8 RT version 3.4.3 (also tried 3.2.3 and unreleased 3.5.2) TIA -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Darrell Burkey, President Computing Assistance Support & Education Inc http://www.case.org.au - info at case.org.au From bulb at ucw.cz Mon Aug 29 02:48:07 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 29 Aug 2005 08:48:07 +0200 Subject: [rt-users] customizing RT interface In-Reply-To: References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> Message-ID: <20050829064807.GA4927@vagabond> On Mon, Aug 29, 2005 at 00:55:18 +0100, Graham Briggs wrote: > Hi, > > Yes, there's a load of stuff in the online Wiki on the website. Most > customisation is done using Callbacks, i.e., code that overrides the > default layout code. It is possible to completely rewrite the > interface over time this way, however most people limit the changes > to the bare minimum. I would disagree with this. The Callbacks only *add* things, but can NOT override them. To override the layout, you need to create your own version of the templates, which are Elements/Header and Elements/Footer and Elements/PageLayout. I have also modified some others -- depends on what do you need to change. Just copy these over to the local area and start modifying. Also note, that if you just want to replace the logo, it's in a variable, so you can do that from the RT_SiteConfig.pm file. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From graham at historicalengineering.com Mon Aug 29 04:33:05 2005 From: graham at historicalengineering.com (Graham Briggs) Date: Mon, 29 Aug 2005 09:33:05 +0100 Subject: [rt-users] customizing RT interface In-Reply-To: <20050829064807.GA4927@vagabond> References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> <20050829064807.GA4927@vagabond> Message-ID: <688E9976-4F03-4E82-AFC3-4CAA7A648852@historicalengineering.com> Yes, of course I was including the fact that there was a local/html folder for your own HTML code that effectively overrides the HTML code in share/html in that statement! Of course, if you want to modify certain components, you need to override the Perl code that generates them. Sorry, I should have been more concise and stated that I meant that you could both override the Perl and HTML aspects of RT, and that it is quite easy if you read the online documentation and can program Perl and HTML. Yours, Graham On 29 Aug 2005, at 07:48, Jan Hudec wrote: > On Mon, Aug 29, 2005 at 00:55:18 +0100, Graham Briggs wrote: > >> Hi, >> >> Yes, there's a load of stuff in the online Wiki on the website. Most >> customisation is done using Callbacks, i.e., code that overrides the >> default layout code. It is possible to completely rewrite the >> interface over time this way, however most people limit the changes >> to the bare minimum. >> > > I would disagree with this. The Callbacks only *add* things, but > can NOT > override them. To override the layout, you need to create your own > version of > the templates, which are Elements/Header and Elements/Footer and > Elements/PageLayout. I have also modified some others -- depends on > what do > you need to change. Just copy these over to the local area and start > modifying. Also note, that if you just want to replace the logo, > it's in > a variable, so you can do that from the RT_SiteConfig.pm file. > > -- > Jan 'Bulb' Hudec > From bulb at ucw.cz Mon Aug 29 08:44:23 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 29 Aug 2005 14:44:23 +0200 Subject: [rt-users] customizing RT interface In-Reply-To: <688E9976-4F03-4E82-AFC3-4CAA7A648852@historicalengineering.com> References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> <20050829064807.GA4927@vagabond> <688E9976-4F03-4E82-AFC3-4CAA7A648852@historicalengineering.com> Message-ID: <20050829124423.GA17910@vagabond> On Mon, Aug 29, 2005 at 09:33:05 +0100, Graham Briggs wrote: > Yes, of course I was including the fact that there was a local/html > folder for your own HTML code that effectively overrides the HTML > code in share/html in that statement! Of course, if you want to > modify certain components, you need to override the Perl code that > generates them. ... for which again code in local/lib overrides share/lib. > Sorry, I should have been more concise and stated that I meant that > you could both override the Perl and HTML aspects of RT, and that it > is quite easy if you read the online documentation and can program > Perl and HTML. The confusion stems from the fact, that there is also a mechanism called "Callbacks", where you can place mason templates in html/Callbacks// and it will be inserted where the main component calls <& Elements/Callback ... &>, but this never overrides anything. > On 29 Aug 2005, at 07:48, Jan Hudec wrote: > >On Mon, Aug 29, 2005 at 00:55:18 +0100, Graham Briggs wrote: > >>Yes, there's a load of stuff in the online Wiki on the website. Most > >>customisation is done using Callbacks, i.e., code that overrides the > >>default layout code. It is possible to completely rewrite the > >>interface over time this way, however most people limit the changes > >>to the bare minimum. > >> > > > >I would disagree with this. The Callbacks only *add* things, but > >can NOT > >override them. To override the layout, you need to create your own > >version of > >the templates, which are Elements/Header and Elements/Footer and > >Elements/PageLayout. I have also modified some others -- depends on > >what do > >you need to change. Just copy these over to the local area and start > >modifying. Also note, that if you just want to replace the logo, > >it's in > >a variable, so you can do that from the RT_SiteConfig.pm file. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From atossava at cc.helsinki.fi Mon Aug 29 09:06:14 2005 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Mon, 29 Aug 2005 16:06:14 +0300 (EEST) Subject: [rt-users] MIME issues with Subject in RT-RT interaction Message-ID: <200508291306.j7TD6ElG025811@kruuna.helsinki.fi> Hello, We've just noticed that emails are lost between two separate instances of RT when the Subject line contains national special characters or indeed anything that causes the Subject to be converted between the actual text and its MIME representation. The problem seems to be caused by the conversion back from the MIME representation adding an extra space that usually happens in the middle of a ticket ID, breaking the ticket ID. If the two RT addresses that are corresponding with each other are the main addresses for their respective queues, the only problem is that a new ticket is generated. If either of the two addresses are comment aliases, we get a "comment aliases require a TicketID to work on" and the only place the mail shows up in is the root mailbox of the server that rejected the request with a broken ticket ID. Is there a way to get the MIME conversion not to add spurious spaces? -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From ruslan.zakirov at gmail.com Mon Aug 29 09:36:40 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 29 Aug 2005 17:36:40 +0400 Subject: [rt-users] customizing RT interface In-Reply-To: <20050829124423.GA17910@vagabond> References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> <20050829064807.GA4927@vagabond> <688E9976-4F03-4E82-AFC3-4CAA7A648852@historicalengineering.com> <20050829124423.GA17910@vagabond> Message-ID: <589c944005082906365b079533@mail.gmail.com> We've got different ways to customize RT: * callbacks(code extending) * local dir(file overriding) * overlays(code overriding, extending is also possible) * CSS(overriding+extending pages look) * patches More about this you can read on http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT you can use this technics: * change colors with CSS, copy css file to local dir and rewrite * change position of elements in page layout with CSS * change page layout by overriding of Mason components like Header, Footer, PageLayout... * add new funcionality to interface components with Callbacks * change RT core behaviour with overlays * if you change is bug fix or feature that should be merged into mainline use patches and send them to rt-devel New 3.5.x development releases have a lot of work done in CSS part, it can have more then one css scheme and you can choose it in RT config. On 8/29/05, Jan Hudec wrote: > On Mon, Aug 29, 2005 at 09:33:05 +0100, Graham Briggs wrote: > > Yes, of course I was including the fact that there was a local/html > > folder for your own HTML code that effectively overrides the HTML > > code in share/html in that statement! Of course, if you want to > > modify certain components, you need to override the Perl code that > > generates them. > > ... for which again code in local/lib overrides share/lib. > > > Sorry, I should have been more concise and stated that I meant that > > you could both override the Perl and HTML aspects of RT, and that it > > is quite easy if you read the online documentation and can program > > Perl and HTML. > > The confusion stems from the fact, that there is also a mechanism called > "Callbacks", where you can place mason templates in > html/Callbacks// and it will be inserted where the main > component calls <& Elements/Callback ... &>, but this never overrides > anything. > > > On 29 Aug 2005, at 07:48, Jan Hudec wrote: > > >On Mon, Aug 29, 2005 at 00:55:18 +0100, Graham Briggs wrote: > > >>Yes, there's a load of stuff in the online Wiki on the website. Most > > >>customisation is done using Callbacks, i.e., code that overrides the > > >>default layout code. It is possible to completely rewrite the > > >>interface over time this way, however most people limit the changes > > >>to the bare minimum. > > >> > > > > > >I would disagree with this. The Callbacks only *add* things, but > > >can NOT > > >override them. To override the layout, you need to create your own > > >version of > > >the templates, which are Elements/Header and Elements/Footer and > > >Elements/PageLayout. I have also modified some others -- depends on > > >what do > > >you need to change. Just copy these over to the local area and start > > >modifying. Also note, that if you just want to replace the logo, > > >it's in > > >a variable, so you can do that from the RT_SiteConfig.pm file. > > -- > Jan 'Bulb' Hudec > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (GNU/Linux) > > iD8DBQFDEwMnRel1vVwhjGURAuTwAJ0Zdg8sj8TBHWRZLc5jrW/YYKJXjACdH7vL > jo/N2W2r8+bcnnpnicXwIaU= > =gbBl > -----END PGP SIGNATURE----- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Aug 29 09:45:48 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 29 Aug 2005 17:45:48 +0400 Subject: [rt-users] MIME issues with Subject in RT-RT interaction In-Reply-To: <200508291306.j7TD6ElG025811@kruuna.helsinki.fi> References: <200508291306.j7TD6ElG025811@kruuna.helsinki.fi> Message-ID: <589c94400508290645277ea2a2@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?GetSoftwareVersions On 8/29/05, Atro Tossavainen wrote: > Hello, > > We've just noticed that emails are lost between two separate instances > of RT when the Subject line contains national special characters or > indeed anything that causes the Subject to be converted between the > actual text and its MIME representation. > > The problem seems to be caused by the conversion back from the MIME > representation adding an extra space that usually happens in the middle > of a ticket ID, breaking the ticket ID. If the two RT addresses that > are corresponding with each other are the main addresses for their > respective queues, the only problem is that a new ticket is generated. > If either of the two addresses are comment aliases, we get a "comment > aliases require a TicketID to work on" and the only place the mail > shows up in is the root mailbox of the server that rejected the request > with a broken ticket ID. > > Is there a way to get the MIME conversion not to add spurious spaces? > > -- > Atro Tossavainen (Mr.) / The Institute of Biotechnology at > Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, > +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. > < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tomas.xa.doyle at ericsson.com Mon Aug 29 09:55:03 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Mon, 29 Aug 2005 15:55:03 +0200 Subject: [rt-users] rt-mailgate problems Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D837B1@eiedbnt502> Hi RT users, recently (by luck) rt was working fine and the auto generated mails were being delivered with no problems the host machine that holds the rt installation stalled and was forced into reboot and since then mails are not being delivered. below is what i added to the /etc/aliases file, a queue i have created is called IMAC does it look correct are there any methods as to find out where this process is failing IMAC: "/etc/smrsh/rt-mailgate --queue IMAC --action correspond --url http://xxxx.xxx.xxx.ericsson.se/rt/" IMAC-comment: "/etc/smrsh/rt-mailgate --queue IMAC --action comment --url http://xxxx.xxx.xxx.ericsson.se/rt/" Thanks for any help From ruslan.zakirov at gmail.com Mon Aug 29 10:08:31 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 29 Aug 2005 18:08:31 +0400 Subject: [rt-users] rt-mailgate problems In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D837B1@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D837B1@eiedbnt502> Message-ID: <589c94400508290708b7b3b1b@mail.gmail.com> did you run newaliases after you've added alises? look into /var/log/mail or /var/log/messages. also look into RT log file/ On 8/29/05, Tomas Doyle XA (DL/LMI) wrote: > Hi RT users, > > recently (by luck) rt was working fine and > the auto generated mails were being delivered with no problems > the host machine that holds the rt installation stalled > and was forced into reboot and since then mails are not > being delivered. > > below is what i added to the /etc/aliases file, a queue i have created is called IMAC > does it look correct are there any methods as to find out where this process is failing > > IMAC: "/etc/smrsh/rt-mailgate --queue IMAC --action correspond --url http://xxxx.xxx.xxx.ericsson.se/rt/" > IMAC-comment: "/etc/smrsh/rt-mailgate --queue IMAC --action comment --url http://xxxx.xxx.xxx.ericsson.se/rt/" > > Thanks for any help > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From Ahalya_Nathan at mudnebr.com Mon Aug 29 10:18:16 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 29 Aug 2005 09:18:16 -0500 Subject: [rt-users] 'make initialize-database' giving error while installation Message-ID: Hi all, I am trying to configure RT in my system but it fails when I run the "make initialize-database' command. I did the following steps: [root at example rt-3.4.1]#./configure -prefix=/usr/local/rt_dev/rt --with-fastcgi -with-oracle And then ran the following commands: ********************************************* perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --install perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose | grep MISSING perl -MCPAN -e 'install MIME::Base64' perl -MCPAN -e 'install MIME::Entity' perl -MCPAN -e 'install Log::Dispatch' perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --install perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose | grep MISSING make install This installs RT in the directory specified but when I run the make initialize-database command it gives an error: root at example rt-3.4.1]#make initialize-database [root at example rt-3.4.1]# Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > DSN component 'example' is not in 'name=value' format at /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line 598 > DBI connect('example;port=1522','root',...) failed: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101 -bash: Please: command not found -bash: connect: command not found [root at webtlh01 rt-3.4.1]# Failed to connect to dbi:Oracle:example;port=1522 as root: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101, line 1. > make: *** [initialize-database] Error 255 I did make changes to the RT_SiteConfig.pm to give the database type, user,password, database, port( I am giving 1522 since 1521 is in use). Could someone tell me what I am doing wrong. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From praja at vinciti.com Mon Aug 29 11:02:19 2005 From: praja at vinciti.com (Parani) Date: Mon, 29 Aug 2005 20:32:19 +0530 Subject: [rt-users] Page cannot be loaded error when Create/Update ticket Message-ID: <4313237B.5060000@vinciti.com> I am new to this RT, I am facing problem when I am creating/Updating the ticket. Issue : After entering details in the required fields, When I click the Create/Update Ticket. I am getting "Page cannot be loaded" error message. If I refresh the page and entering the details again, I am able to save the changes. Please help me resolve this. Regards, Parani From Ahalya_Nathan at mudnebr.com Mon Aug 29 11:10:09 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 29 Aug 2005 10:10:09 -0500 Subject: [rt-users] RE: 'make initialize-database' giving error while installation Message-ID: When I tried to get a way around my problem by giving different parameters in the configure script, I get the error. [root at example rt-3.4.1]# ./configure --prefix=/usr/local/rt_dev/rt --with-db-type=Oracle --with-db-dba=** \ > --with-db-database=example --with-db-rt-user=** --with-db-rt-pass=** --with-fastcgi --with-oracle checking for a BSD-compatible install... /usr/bin/install -c checking for perl... /usr/local/bin/perl checking for chosen layout... RT3 configure: error: Please declare the ORACLE_HOME environment variable [root at example rt-3.4.1]# Please declare the ORACLE_HOME environment variable Could someone tell me what I am doing wrong. Thanks in advance. Regards, Ahalya ________________________________ From: Nathan, Ahalya Sent: Monday, August 29, 2005 9:18 AM To: 'rt-users at lists.bestpractical.com' Subject: 'make initialize-database' giving error while installation Hi all, I am trying to configure RT in my system but it fails when I run the "make initialize-database' command. I did the following steps: [root at example rt-3.4.1]#./configure -prefix=/usr/local/rt_dev/rt --with-fastcgi -with-oracle And then ran the following commands: ********************************************* perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --install perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose | grep MISSING perl -MCPAN -e 'install MIME::Base64' perl -MCPAN -e 'install MIME::Entity' perl -MCPAN -e 'install Log::Dispatch' perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --install perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose | grep MISSING make install This installs RT in the directory specified but when I run the make initialize-database command it gives an error: root at example rt-3.4.1]#make initialize-database [root at example rt-3.4.1]# Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > DSN component 'example' is not in 'name=value' format at /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line 598 > DBI connect('example;port=1522','root',...) failed: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101 -bash: Please: command not found -bash: connect: command not found [root at webtlh01 rt-3.4.1]# Failed to connect to dbi:Oracle:example;port=1522 as root: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101, line 1. > make: *** [initialize-database] Error 255 I did make changes to the RT_SiteConfig.pm to give the database type, user,password, database, port( I am giving 1522 since 1521 is in use). Could someone tell me what I am doing wrong. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From darkfalz at gmail.com Mon Aug 29 11:22:11 2005 From: darkfalz at gmail.com (falz) Date: Mon, 29 Aug 2005 10:22:11 -0500 Subject: [rt-users] RE: 'make initialize-database' giving error while installation In-Reply-To: References: Message-ID: You need to declare the ORACLE_HOME environment variable. If you become the oracle user you can look at its environment using set/setenv to show you what you have setup for this. --falz On 8/29/05, Nathan, Ahalya wrote: > > > > When I tried to get a way around my problem by giving different parameters > in the configure script, I get the error. > > > > [root at example rt-3.4.1]# ./configure --prefix=/usr/local/rt_dev/rt > --with-db-type=Oracle --with-db-dba=** \ > > > --with-db-database=example --with-db-rt-user=** --with-db-rt-pass=** > --with-fastcgi --with-oracle > > checking for a BSD-compatible install... /usr/bin/install -c > > checking for perl... /usr/local/bin/perl > > checking for chosen layout... RT3 > > configure: error: Please declare the ORACLE_HOME environment variable > > [root at example rt-3.4.1]# Please declare the ORACLE_HOME environment variable > > > > Could someone tell me what I am doing wrong. Thanks in advance. > > > > Regards, > > Ahalya > > > > > > ________________________________ > > > From: Nathan, Ahalya > Sent: Monday, August 29, 2005 9:18 AM > To: 'rt-users at lists.bestpractical.com' > Subject: 'make initialize-database' giving error while installation > > > > > Hi all, > > I am trying to configure RT in my system but it fails when I run the "make > initialize-database' command. > > > > I did the following steps: > > [root at example rt-3.4.1]#./configure ?prefix=/usr/local/rt_dev/rt > --with-fastcgi ?with-oracle > > And then ran the following commands: > > ********************************************* > > perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose > > perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --install > > perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose | grep > MISSING > > perl -MCPAN -e 'install MIME::Base64' > > perl -MCPAN -e 'install MIME::Entity' > > perl -MCPAN -e 'install Log::Dispatch' > > perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --install > > perl sbin/rt-test-dependencies --with-oracle --with-fastcgi --verbose | grep > MISSING > > make install > > > > This installs RT in the directory specified but when I run the make > initialize-database command it gives an error: > > > > root at example rt-3.4.1]#make initialize-database > > [root at example rt-3.4.1]# Please specify that user's database password below. > If the user has no database > > > password, just press return. > > > > > > Password: > > > DSN component 'example' is not in 'name=value' format at > /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line > 598 > > > DBI connect('example;port=1522','root',...) failed: Can't > connect using this syntax without specifying a HOST and a SID at > //usr/local/rt_dev/rt/sbin/rt-setup-database line 101 > > -bash: Please: command not found > > -bash: connect: command not found > > [root at webtlh01 rt-3.4.1]# Failed to connect to dbi:Oracle:example;port=1522 > as root: Can't connect using this syntax without specifying a HOST and a SID > at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101, > line 1. > > > make: *** [initialize-database] Error 255 > > > > > > I did make changes to the RT_SiteConfig.pm to give the database type, > user,password, database, port( I am giving 1522 since 1521 is in use). Could > someone tell me what I am doing wrong. > > > > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 449-8218 phone > (402) 449-8131 fax > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > From alexmv at bestpractical.com Mon Aug 29 12:21:01 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 29 Aug 2005 12:21:01 -0400 Subject: [rt-users] One article under multiple topics RTFM 2.1-TESTING In-Reply-To: <1124989276.1251.14.camel@scottf.site> References: <1124989276.1251.14.camel@scottf.site> Message-ID: <1125332461.10353.3.camel@zoq-fot-pik.mit.edu> On Thu, 2005-08-25 at 10:01 -0700, Scott Frisbie wrote: > I'm currently running RT 3.4.3 with RTFM 2.1-TESTING (revision 3719). > I'm really enjoying the way I can organize the articles under topics and > subtopics. I was wondering if there was any way to have multiple ways to > get to the same article? That is, one article that may overlap a couple > of different topics would show up under the trees of both topics. I > could display the tree under topicA and find the article, but also be > able to find it in the tree under topicD. Right now, it seems like if I > want to have it show up under both trees, I need to put multiple copies > of the article into the system. The selection box for a topic is a SELECT MULTIPLE entry, so you should be able to select multiple topics by control-clicking on multiple topics in the select widget. It's also possible to allow for cross-class topic selection with a little local customization -- the code already supports it, just the option is off by default. - Alex From jesse at bestpractical.com Mon Aug 29 12:50:42 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Aug 2005 12:50:42 -0400 Subject: [rt-users] MIME issues with Subject in RT-RT interaction In-Reply-To: <200508291306.j7TD6ElG025811@kruuna.helsinki.fi> References: <200508291306.j7TD6ElG025811@kruuna.helsinki.fi> Message-ID: <20050829165042.GI31788@bestpractical.com> > Is there a way to get the MIME conversion not to add spurious spaces? If you can put together a test that shows off the bad behaviour, it should be pretty easy to fix. > > -- > Atro Tossavainen (Mr.) / The Institute of Biotechnology at > Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, > +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. > < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From trs at bestpractical.com Mon Aug 29 13:46:31 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 29 Aug 2005 13:46:31 -0400 Subject: [rt-users] customizing RT interface In-Reply-To: <20050829064807.GA4927@vagabond> References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> <20050829064807.GA4927@vagabond> Message-ID: <431349F7.5090505@bestpractical.com> Jan Hudec wrote: > Also note, that if you just want to replace the logo, it's in > a variable, so you can do that from the RT_SiteConfig.pm file. Though the variable ($LogoURL) is there, it's not actually used anywhere. For reasons that were sensible at one point (and that I can't quite remember at the moment), the URL is hardcoded in one of the Mason components. Cheers, Tom From Ahalya_Nathan at mudnebr.com Mon Aug 29 14:58:30 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 29 Aug 2005 13:58:30 -0500 Subject: [rt-users] Doubt in make initialize-database Message-ID: Hi Ruslan, I am still having the error being thrown when I run the command: # make initialize-database. root at example rt-3.4.1]#make initialize-database [root at example rt-3.4.1]# Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > DSN component 'example' is not in 'name=value' format at /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line 598 > DBI connect('example;port=1522','root',...) failed: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101 -bash: Please: command not found -bash: connect: command not found [root at webtlh01 rt-3.4.1]# Failed to connect to dbi:Oracle:example;port=1522 as root: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101, line 1. > make: *** [initialize-database] Error 255 Initally we had RT all set up but we decided to run it with apache2 and fastcgi. We planned to do a re-installation of RT (same version). The second installation of RT is being configured for the same database, user name and password as the first one. We didn't drop the database of the previous RT since we needed some already existing data. Does make initialize-database create the tables in the database? We intend to use the same tables of the previously installed RT. Can this be done? What does the make initialize-database command actually do? I appreciate any help extended. Regards, Ahalya Nathan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Mon Aug 29 14:59:19 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 29 Aug 2005 13:59:19 -0500 Subject: [rt-users] Doubt in make initialize-database Message-ID: Hi Ruslan, I am still having the error being thrown when I run the command: # make initialize-database. root at example rt-3.4.1]#make initialize-database [root at example rt-3.4.1]# Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > DSN component 'example' is not in 'name=value' format at /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line 598 > DBI connect('example;port=1522','root',...) failed: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101 -bash: Please: command not found -bash: connect: command not found [root at webtlh01 rt-3.4.1]# Failed to connect to dbi:Oracle:example;port=1522 as root: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101, line 1. > make: *** [initialize-database] Error 255 Initally we had RT all set up but we decided to run it with apache2 and fastcgi. We planned to do a re-installation of RT (same version). The second installation of RT is being configured for the same database, user name and password as the first one. We didn't drop the database of the previous RT since we needed some already existing data. Does make initialize-database create the tables in the database? We intend to use the same tables of the previously installed RT. Can this be done? What does the make initialize-database command actually do? I appreciate any help extended. Regards, Ahalya Nathan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scottf at eacceleration.com Mon Aug 29 16:06:13 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Mon, 29 Aug 2005 13:06:13 -0700 Subject: [rt-users] One article under multiple topics RTFM 2.1-TESTING In-Reply-To: <1125332461.10353.3.camel@zoq-fot-pik.mit.edu> References: <1124989276.1251.14.camel@scottf.site> <1125332461.10353.3.camel@zoq-fot-pik.mit.edu> Message-ID: <1125345973.1251.64.camel@scottf.site> Alex, Thanks. I didn't realize that topic was 'select multiple'. I found the switches to display all the topics from other classes also. I was able to tweak it to allow me to select multiple classes at the same time, but all that broke when it tried to insert to the DB and the array turned to NULL. It looks like trying to assign it to two Classes at the same time will take some major work changing a lot of single values to arrays, etc. as well as restructuring the table in the DB. For our purposes right now, I'm pretty sure the multiple topics stuff will do the trick. Thanks again. Scott On Mon, 2005-08-29 at 12:21 -0400, Alex Vandiver wrote: > On Thu, 2005-08-25 at 10:01 -0700, Scott Frisbie wrote: > > I'm currently running RT 3.4.3 with RTFM 2.1-TESTING (revision 3719). > > I'm really enjoying the way I can organize the articles under topics and > > subtopics. I was wondering if there was any way to have multiple ways to > > get to the same article? That is, one article that may overlap a couple > > of different topics would show up under the trees of both topics. I > > could display the tree under topicA and find the article, but also be > > able to find it in the tree under topicD. Right now, it seems like if I > > want to have it show up under both trees, I need to put multiple copies > > of the article into the system. > > The selection box for a topic is a SELECT MULTIPLE entry, so you should > be able to select multiple topics by control-clicking on multiple topics > in the select widget. It's also possible to allow for cross-class topic > selection with a little local customization -- the code already supports > it, just the option is off by default. > - Alex -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com -- "Traveling through hyperspace ain't like dusting crops, boy. Without precise calculations, we'd fly right through a star, or bounce too close to a supernova, and that would end your trip real quick, wouldn't it?" ? Han Solo From cedelis at uillinois.edu Tue Aug 30 00:13:36 2005 From: cedelis at uillinois.edu (Chris Delis) Date: Tue, 30 Aug 2005 04:13:36 +0000 (UTC) Subject: [rt-users] Re: RTFM: With Attachments References: <1107220988.13847.8.camel@rickm.local> Message-ID: Rick Measham 3d3.com> writes: > > I figure the content of each RTFM article is just a MIME object like in > RT .. in that case, is there an existing patch/hack that will allow us > to add attachments to the tickets? Have there been any development efforts on this? I am new to RTFM, but noticed this missing right away. It would seem more complete if we could add attachments to an article. Thanks, Chris From bulb at ucw.cz Tue Aug 30 02:22:36 2005 From: bulb at ucw.cz (Jan Hudec) Date: Tue, 30 Aug 2005 08:22:36 +0200 Subject: [rt-users] customizing RT interface In-Reply-To: <431349F7.5090505@bestpractical.com> References: <200508281942.j7SJgYYM025968@torus.math.berkeley.edu> <20050829064807.GA4927@vagabond> <431349F7.5090505@bestpractical.com> Message-ID: <20050830062236.GA21647@vagabond> On Mon, Aug 29, 2005 at 13:46:31 -0400, Thomas Sibley wrote: > Jan Hudec wrote: > >Also note, that if you just want to replace the logo, it's in > >a variable, so you can do that from the RT_SiteConfig.pm file. > > Though the variable ($LogoURL) is there, it's not actually used > anywhere. For reasons that were sensible at one point (and that I can't > quite remember at the moment), the URL is hardcoded in one of the Mason > components. Thanks. Good to know. I thought I saw the varable mentioned on the Wiki somewhere. Perhaps some good soul could correct it there. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jesse at bestpractical.com Tue Aug 30 02:41:50 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Aug 2005 02:41:50 -0400 Subject: [rt-users] Re: RTFM: With Attachments In-Reply-To: References: <1107220988.13847.8.camel@rickm.local> Message-ID: <20050830064150.GR31788@bestpractical.com> > Have there been any development efforts on this? I am new to RTFM, but noticed > this missing right away. It would seem more complete if we could add > attachments to an article. Just create a File Upload custom field. > Thanks, > Chris > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From atossava at cc.helsinki.fi Tue Aug 30 04:10:58 2005 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Tue, 30 Aug 2005 11:10:58 +0300 (EEST) Subject: [rt-users] MIME issues with Subject in RT-RT interaction In-Reply-To: <20050829165042.GI31788@bestpractical.com> Message-ID: <200508300810.j7U8Aw8d018925@kruuna.helsinki.fi> Ruslan, > we can't help you unless you tell us about software you use. Good point. Sorry to have missed that initially. I still run RT 2.0.6... The other end runs RT 3.0.9. Jesse, > If you can put together a test that shows off the bad behaviour, it > should be pretty easy to fix. It appears to be the case that every email with national special characters above ASCII 127 in the subject causes this to happen. If I send an email to the other RT while requesting replies to arrive in our RT with an existing ticket number from our RT already included in the subject line, and the subject contains the letters ? or ? (\"a or \"o for the TeX-minded and ISO8859 challenged?), the subject line gets MIME-converted, and by the time it gets back to our RT, an extra space has been added to a seemingly random point in the subject line, most often causing corruption of the ticket ID for our RT, thereby either causing a new ticket to be generated (if the mail address for our RT is one of the normal aliases), or preventing delivery of the correspondence to RT altogether (if I requested replies to come to the comment alias). -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From hilde.rafaelsen at cc.uit.no Tue Aug 30 07:29:11 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 30 Aug 2005 13:29:11 +0200 Subject: [rt-users] Create Ticket from remote application Message-ID: Hi, I want to create a new ticket in a special queue in RT from an application outside RT. I have managed to insert the ticket information in the database. The problem is when I want to see the user information about the inserted ticket. I can't see the Requestor for the ticket. I assume I need to insert some stuff about the creator of the ticket in another table also (not only in the table Tickets), but I haven't manages to understand the relationships beetween a Ticket and a User. I hope someone can help me! ---Hilde From mna at metabuilder.ru Tue Aug 30 07:29:03 2005 From: mna at metabuilder.ru (Nikolay Martynov) Date: Tue, 30 Aug 2005 15:29:03 +0400 Subject: [rt-users] Every time i open Update.html, new empty transaction appears In-Reply-To: <20050830064150.GR31788@bestpractical.com> References: <1107220988.13847.8.camel@rickm.local> <20050830064150.GR31788@bestpractical.com> Message-ID: <51404693750.20050830152903@metabuilder.ru> Hello, When i comment this lies in Ticket/Update.html, all ok: % if ($TicketObj->CurrentUserHasRight('ShowOutgoingEmail')) { <& /Ticket/Elements/PreviewScrips, TicketObj => $TicketObj, %ARGS &> % } With this lines in Update.html every page open brings to a new RT Correpondence with empty Attachment: Transaction: id ObjectType ObjectId TimeTaken Type Field OldValue NewValue ReferenceType OldReference NewReference Data Creator Created 143047 RT::Ticket 10948 0 Correspond NULL NULL NULL NULL NULL NULL No Subject 352 2005-08-30 10:52:05 Attachment: MIME-Version: 1.0 Content-Type: text/plain; charset="utf8" X-Mailer: MIME-tools 5.417 (Entity 5.417) Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8 RT-Message-ID: Content-Length: 0 RT 3.4.3 -- ? ?????????, ??????? ???????? mailto:mna at solarex-it.ru ???????? ????, (095) 777-5755 http://www.solarex-it.ru http://www.metabuilder.ru From bulb at ucw.cz Tue Aug 30 07:47:36 2005 From: bulb at ucw.cz (Jan Hudec) Date: Tue, 30 Aug 2005 13:47:36 +0200 Subject: [rt-users] MIME issues with Subject in RT-RT interaction In-Reply-To: <200508300810.j7U8Aw8d018925@kruuna.helsinki.fi> References: <20050829165042.GI31788@bestpractical.com> <200508300810.j7U8Aw8d018925@kruuna.helsinki.fi> Message-ID: <20050830114736.GB31630@vagabond> On Tue, Aug 30, 2005 at 11:10:58 +0300, Atro Tossavainen wrote: > Ruslan, > > > we can't help you unless you tell us about software you use. > > Good point. Sorry to have missed that initially. > > I still run RT 2.0.6... > > The other end runs RT 3.0.9. And perl versions? Charset support in perl 5.6 is very rudimentary, so you may need at least 5.8 and preferably 5.8.3 or newer, as there may be some bugs in the earlier ones. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From bulb at ucw.cz Tue Aug 30 07:54:04 2005 From: bulb at ucw.cz (Jan Hudec) Date: Tue, 30 Aug 2005 13:54:04 +0200 Subject: [rt-users] Create Ticket from remote application In-Reply-To: References: Message-ID: <20050830115404.GC31630@vagabond> On Tue, Aug 30, 2005 at 13:29:11 +0200, Hilde T Lauvset Rafaelsen wrote: > Hi, > > I want to create a new ticket in a special queue in RT from an > application outside RT. I have managed to insert the ticket information > in the database. The problem is when I want to see the user information > about the inserted ticket. I can't see the Requestor for the ticket. I > assume I need to insert some stuff about the creator of the ticket in > another table also (not only in the table Tickets), but I haven't > manages to understand the relationships beetween a Ticket and a User. > > I hope someone can help me! Don't touch the database yourself -- that's an direct route to screwing things up. There is the command-line 'rt' program, that should be used for this. It talks to RT via http just as users, except it uses the REST interface. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From niels=rt at bakker.net Tue Aug 30 08:01:40 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 30 Aug 2005 14:01:40 +0200 Subject: [rt-users] Every time i open Update.html, new empty transaction appears In-Reply-To: <51404693750.20050830152903@metabuilder.ru> References: <1107220988.13847.8.camel@rickm.local> <20050830064150.GR31788@bestpractical.com> <51404693750.20050830152903@metabuilder.ru> Message-ID: <20050830120140.GC23469@snowcrash.tpb.net> * mna at metabuilder.ru (Nikolay Martynov) [Tue 30 Aug 2005, 13:41 CEST]: >With this lines in Update.html every page open brings to a new RT >Correpondence with empty Attachment: You're probably not running MySQL without InnoDB, which is a requirement for the version of RT you're using. Upgrade your tables. -- Niels. -- From mkoroschetz at tekvoice.com Tue Aug 30 08:55:51 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz (mkoroschetz@tekvoice.com)) Date: Tue, 30 Aug 2005 08:55:51 -0400 Subject: [rt-users] Mailgate: Error: Can't locate object method "init" .... References: UID3007-1104355416 Message-ID: <20050830T085551Z_B1B3000E0000@tekvoice.com> I am reposting this question because unfortunately I did get only one (empty) and two (out of office) responses. If this is a very silly question / error, I do apologize in advance, and certainly will appreciate any hint that points me into the right direction. At this point I am even considering upgrading to 3.4.3 since It seems to have some interesting improvements in the mailgate. I am also very exited about the RT Book, which I should get within a couple days, but I am not sure if the book will help me solve the problem right away. Thanks to everyone, Manfred Koroschetz ========= We are on RT 3.4.2 and are experiencing problems with Mailgate, which retrieves mails through fetchmail. Fetchmail command: poll mail.domain.com proto pop3: username mailuser at domain.com password 123456 mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --debug --url http://tickets.domain.com --queue support --action correspond" Error message: Can't locate object method "init" via package "MIME::Decoder::QuotedPrint" at /usr/lib/perl5/5.8.4/MIME/Decoder.pm line 179. We are using the latest "MIME-tools" and "MIME::Base64" Any clues are appreciated, Thanks in advance, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjsaarin at cc.helsinki.fi Tue Aug 30 09:03:53 2005 From: mjsaarin at cc.helsinki.fi (Matti Saarinen) Date: Tue, 30 Aug 2005 16:03:53 +0300 Subject: [rt-users] MIME issues with Subject in RT-RT interaction Message-ID: [ I just subscribed to the list, so I do not have previous messages and threfore I cannot build the correct References-header. Sorry for the incovenience this may cause. ] Atro Tossavainen wrote: > subject line [ containing non-ASCII characters] gets MIME-converted, > and by the time it gets back to our RT, an extra space has been > added to a seemingly random point in the subject line At the moment, I manage the RT 3.0.9 that sends messages having sometimes encoded headers to Atro's RT 2.0.6. I tried analysing this problem. I found that RFC 2047 says "An 'encoded-word' may not be more than 75 characters long". This has been taken care of in RT's SendEmail.pm where the subject line is split to parts having appropriate size. Then each part is encoded and the encoded parts are catenated together using whitespace as a delimeter. This is how the RFC tells it should be done. Now, I think it is the decoding in 2.0.6 that's not working properly. Atro sees extra whitespace charachters in Subject header. Those whitespaces are excatly at the same place where SendEmail has split the Subject header. About decoding, RFC 2047 says "When displaying a particular header field that contains multiple 'encoded-word's, any 'linear-white-space' that separates a pair of adjacent 'encoded-word's is ignored." I think some component in RT 2.0.6 or some perl module Atro's installation uses does not do the decoding of encoded header lines correctly. Cheers, -- - Matti - From les at futuresource.com Tue Aug 30 12:04:05 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 30 Aug 2005 11:04:05 -0500 Subject: [rt-users] mysql database copy fails with packet bigger than allowed Message-ID: <1125417845.11844.59.camel@moola.futuresource.com> I started with RT-3.0.11 on a fedora FC2 box, upgraded through rt-3.2.2 and added RTFM-2.0.4. Then I moved this database to a Centos4 box using mysqldump --opt rt3 >rt.sql on the old server and mysql rt3 References: <1125417845.11844.59.camel@moola.futuresource.com> Message-ID: Hello, I had this a few days ago and retaliated by removing a word document from the attachments table, which obviously is not the clean way to proceed. You should check for the biggest attachment in the attachments table by the following statement: select max(length(Content)) from Attachments; This should give You the actual size of the largest attachment in the database in bytes. Setting max_allowed_packet to something slightly larger than this should help. If this does not help, there might be a problem with the attachment itself. Regards, Harald From Ahalya_Nathan at mudnebr.com Tue Aug 30 12:39:19 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 30 Aug 2005 11:39:19 -0500 Subject: [rt-users] Is this ./configure script for installing RT with Oracle right? Message-ID: Hi all, I am trying to configure RT with Oracle database but got an error stating : DSN component 'example' is not in 'name=value' format at /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line 598. DSN component 'muddev1' is not in 'name=value' format at /usr/local/lib/perl5/site_perl/5.8.6/i686-linux/DBI.pm line 598 DBI connect('muddev1;port=1521','rt2',...) failed: Can't connect using this syntax without specifying a HOST and a SID at //usr/local/rt_dev/rt/sbin/rt-setup-database line 101 When I checked the line (i.e.101) which gave the error in sbin/rt-setup-database file, which is : $dbh = DBI->connect( get_system_dsn(), $args{'dba'}, $args{'dba-password'} ) I found out that the get_system_dsn() does not have any condition for Oracle, while mySQL,Postgre and Informix has. So I was wondering if I ran the ./configure script right. I will appreciate it if someone could confirm this script for configuring RT with Oracle. ./configure --prefix /usr/local/rt_dev/rt --with-db-type=Oracle \ --with-db-dba=system --with-db-database=domain \ --with-db-rt-user=rtx \ --with-db-rt-pass=rtx \ --with-fastcgi --with-oracle Regards, Ahalya Nathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From sparhawk at cobaltgroup.com Tue Aug 30 12:33:59 2005 From: sparhawk at cobaltgroup.com (Sparhawk, Mark) Date: Tue, 30 Aug 2005 09:33:59 -0700 Subject: [rt-users] mysql database copy fails with packet bigger than allowed Message-ID: I just ran into this problem yesterday. It is my understanding that this problem occurs when mysqldump has a max_allowed_packet that is larger than the mysqld's max_allowed packet here's a couple snippets from my my.cnf. [mysqld] port = 3306 socket = /var/run/mysqld/mysqld.sock log = /var/log/mysql/mysql.log skip-locking key_buffer = 256M max_allowed_packet = 16M ... ... ... [mysqldump] quick max_allowed_packet = 16M I set the max_allowed_packet under the mysqld section to be equal to the mysqldump section and everything worked like a champ. Good Luck. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Harald Wagener Sent: Tuesday, August 30, 2005 9:15 AM To: Les Mikesell Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] mysql database copy fails with packet bigger than allowed Hello, I had this a few days ago and retaliated by removing a word document from the attachments table, which obviously is not the clean way to proceed. You should check for the biggest attachment in the attachments table by the following statement: select max(length(Content)) from Attachments; This should give You the actual size of the largest attachment in the database in bytes. Setting max_allowed_packet to something slightly larger than this should help. If this does not help, there might be a problem with the attachment itself. Regards, Harald _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From les at futuresource.com Tue Aug 30 12:52:06 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 30 Aug 2005 11:52:06 -0500 Subject: [rt-users] mysql database copy fails with packet bigger than allowed In-Reply-To: References: Message-ID: <1125420726.11844.73.camel@moola.futuresource.com> On Tue, 2005-08-30 at 11:33, Sparhawk, Mark wrote: > I just ran into this problem yesterday. It is my understanding that this > problem occurs when mysqldump has a max_allowed_packet that is larger than > the mysqld's max_allowed packet here's a couple snippets from my my.cnf. > [mysqld] Thanks - I was putting it in the [mysql.server] section of the my.cnf included with Centos and it needs to be in [mysqld]. The defaults seem to be different now and none of the example *.cnf files under /usr/share/doc/mysql-server-4.1.10a seem to work - mysql won't even start if you try to use them. Oddly, my biggest attachment was 800k which seems like it should have worked with the default 1M setting. Could some other item be bigger than 1M? -- Les Mikesell les at futuresource.com From robert at thebellfamily.com Tue Aug 30 13:17:44 2005 From: robert at thebellfamily.com (Robert Bell) Date: Tue, 30 Aug 2005 10:17:44 -0700 Subject: [rt-users] Logout error Message-ID: <431494B8.50007@thebellfamily.com> I've seen this SEVERAL times in the archive and the threads just died. Has there been any resolution to this error? I'm running RT 3.5.2/Mason 1.3101/FastCGI http://gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=all&search_string=%253C%25%24URL%25%253E&search_type=AND From anner at blast.com Tue Aug 30 13:32:13 2005 From: anner at blast.com (Anne Ramey) Date: Tue, 30 Aug 2005 13:32:13 -0400 Subject: [rt-users] banning a user from a certain queue Message-ID: <4314981D.2090501@blast.com> Is there a simple way to ban a user from creating tickets in a given queue. I'm sure I can create a scrip to reject the tickets, but I was wondering if there was another way built in. Anne From rmreis at cpqd.com.br Tue Aug 30 13:39:35 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 30 Aug 2005 14:39:35 -0300 Subject: RES: [rt-users] banning a user from a certain queue Message-ID: Unchecked "CreateTicket" right that user (Configuration/Global/UserRights if he has this right) or remove him of Groups that have this right too. This is another way to do what you want! Regards, Rodolfo -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Anne Ramey Enviada em: ter?a-feira, 30 de agosto de 2005 14:32 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] banning a user from a certain queue Is there a simple way to ban a user from creating tickets in a given queue. I'm sure I can create a scrip to reject the tickets, but I was wondering if there was another way built in. Anne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From de5-list-rt-users at sws5.ornl.gov Tue Aug 30 13:47:16 2005 From: de5-list-rt-users at sws5.ornl.gov (Dave Sill) Date: Tue, 30 Aug 2005 13:47:16 -0400 Subject: [rt-users] Apache installation problems Message-ID: <17172.39844.318710.521981@sws5.ornl.gov> I'm trying to install 3.4.3 following the guide at: http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide One hitch is that we only allow port 443 access to this machine. So I added this to /etc/httpd/conf.d/ssl.conf: NameVirtualHost *:443 ServerAdmin root ServerName rt.ornl.gov:443 DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ ErrorLog logs/error_log CustomLog logs/access_log combined LogLevel warn SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP SSLCertificateFile /etc/httpd/conf/ssl.crt/server.crt SSLCertificateKeyFile /etc/httpd/conf/ssl.key/server.key RewriteEngine On RewriteCond %{REQUEST_METHOD} ^TRACE RewriteRule .* - [F] #FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 I had to comment out the FastCgiIpcDir line because I was getting the error: Starting httpd: Syntax error on line 285 of /etc/httpd/conf.d/ssl.conf: FastCgiIpcDir /tmp: can't create dynamic directory "/tmp/dynamic": access for server (uid -1, gid -1) failed: read not allowed With the above config, when I try to go to https://rt.ornl.gov/rt/ I get "Forbidden" and the error log says: [Tue Aug 30 13:40:12 2005] [error] [client 160.91.218.105] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi Which makes sense since I don't see anything in the Apache config that grants access to /opt/rt3/bin. Finally, even though the installation doc says to disable SELINUX, I've left it permissive since it shouldn't break anything. Any ideas what I'm doing wrong? -Dave From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 30 14:12:18 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 30 Aug 2005 14:12:18 -0400 Subject: [rt-users] banning a user from a certain queue In-Reply-To: <4314981D.2090501@blast.com> References: <4314981D.2090501@blast.com> Message-ID: <4314A182.5050606@ucrwcu.rwc.uc.edu> Anne Ramey wrote: > Is there a simple way to ban a user from creating tickets in a given > queue. I'm sure I can create a scrip to reject the tickets, but I was > wondering if there was another way built in. Don't give them CreateTicket rights in that queue? > > Anne > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > Download a free sample chapter from http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sparhawk at cobaltgroup.com Tue Aug 30 14:23:30 2005 From: sparhawk at cobaltgroup.com (Sparhawk, Mark) Date: Tue, 30 Aug 2005 11:23:30 -0700 Subject: [rt-users] RT Hangs when changing access control settings Message-ID: When Modifying user permissions (Admin/Users/Modify.html?id=xx) I uncheck the box for "Let this user be granted rights" and submit changes RT Hangs. A strace against the apache process reveals the system is stuck in an infinite loop executing the following query: SELECT * FROM CachedGroupMembers WHERE Disabled = '0' AND GroupId = '4' AND MemberId = '1' This problem does not occur on fresh installations of RT. I can only reproduce this error after importing my existing RT Database into the fresh install. Versions: RT 3.4.1 (Also seen on 3.0.12) MySQL 4.1.11 -------------- next part -------------- An HTML attachment was scrubbed... URL: From joseph85750 at yahoo.com Tue Aug 30 14:24:10 2005 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Tue, 30 Aug 2005 11:24:10 -0700 (PDT) Subject: [rt-users] banning a user from a certain queue In-Reply-To: <4314A182.5050606@ucrwcu.rwc.uc.edu> Message-ID: <20050830182410.80264.qmail@web30304.mail.mud.yahoo.com> --- Drew Barnes wrote: > > > Anne Ramey wrote: > > > Is there a simple way to ban a user from creating > tickets in a given > > queue. I'm sure I can create a scrip to reject > the tickets, but I was > > wondering if there was another way built in. > > > Don't give them CreateTicket rights in that queue? > > > > > Anne > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, > today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > It depends on how you set up the current rules. If you have a global rule that says "anyone can create tickets", then I think you have a problem. You'd have to change your logic where creating tickets is permitted queue by queue. Then you can focus on that one queue and/or user, and permit accordingly. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From luiz at eaprender.com.br Tue Aug 30 15:07:05 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Tue, 30 Aug 2005 16:07:05 -0300 Subject: [rt-users] 3.4.4 listing unprivileged users Message-ID: <4314AE59.1070202@eaprender.com.br> Ive upgraded my instalation from 3.2.2 to 3.4.4. Now in the Users listing Im not getting the unprivileged users... having only the Privileged Users. But if I try to log in with the unprivileged user it goes normally. Bug ?? -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID From tmaciak at ci.grand-rapids.mi.us Tue Aug 30 15:07:17 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Tue, 30 Aug 2005 15:07:17 -0400 Subject: [rt-users] Merged Tickets - for reporting purposes Message-ID: <"H0000c1a004e8791.1125428836.frozone.grand-rapids.mi.us*"@MHS> I am running RT v3.4.2 and noticed that tickets that are merged together Will not have a "resolved" date set - even after the ticket it is merged into is resolved. In other words, I have two tickets, 101 and 108. I merge 108 into 101, because they were a duplicate. I see that ticket 108 has been switched to a status of resolved, although the date still says 1/1/1970 in the database. I then close out ticket 108, and that resolved date is set right. Has anybody made any modifications to make the status of the ticket that has been merged from "resolved" to "merged" ?? How has that affected performance of the overall system? Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmreis at cpqd.com.br Tue Aug 30 15:14:51 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 30 Aug 2005 16:14:51 -0300 Subject: [rt-users] RES: [Rt-devel] 3.4.4 listing unprivileged users Message-ID: Here this also happens... btw, to find out unprivileged users, I search by their name (using form search in Admin/Users). This is not so good, but works... Rodolfo. -----Mensagem original----- De: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com]Em nome de Luiz Henrique Ozaki Enviada em: ter?a-feira, 30 de agosto de 2005 16:07 Para: rt-users at lists.bestpractical.com; rt-devel at lists.bestpractical.com Assunto: [Rt-devel] 3.4.4 listing unprivileged users Ive upgraded my instalation from 3.2.2 to 3.4.4. Now in the Users listing Im not getting the unprivileged users... having only the Privileged Users. But if I try to log in with the unprivileged user it goes normally. Bug ?? -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID _______________________________________________ Rt-devel mailing list Rt-devel at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel From trs at bestpractical.com Tue Aug 30 16:20:11 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 30 Aug 2005 16:20:11 -0400 Subject: [rt-users] Logout error In-Reply-To: <431494B8.50007@thebellfamily.com> References: <431494B8.50007@thebellfamily.com> Message-ID: <4314BF7B.5050900@bestpractical.com> Robert Bell wrote: > I've seen this SEVERAL times in the archive and the threads just died. > Has there been any resolution to this error? I'm running RT 3.5.2/Mason > 1.3101/FastCGI Can you reliably reproduce the problem with the latest 3.5 from svn? If so, does it also reproduce under standalone_httpd, or just the FastCGI setup? Tom From robert at thebellfamily.com Tue Aug 30 16:35:27 2005 From: robert at thebellfamily.com (Robert Bell) Date: Tue, 30 Aug 2005 13:35:27 -0700 Subject: [rt-users] Logout error In-Reply-To: <4314BF7B.5050900@bestpractical.com> References: <431494B8.50007@thebellfamily.com> <4314BF7B.5050900@bestpractical.com> Message-ID: <4314C30F.2090906@thebellfamily.com> Thomas Sibley wrote: > Robert Bell wrote: > >> I've seen this SEVERAL times in the archive and the threads just >> died. Has there been any resolution to this error? I'm running RT >> 3.5.2/Mason 1.3101/FastCGI > > > Can you reliably reproduce the problem with the latest 3.5 from svn? > If so, does it also reproduce under standalone_httpd, or just the > FastCGI setup? > I'll get the latest and let you know. What is standalone_httpd? I'm not familiar with that. From a at aufbix.org Tue Aug 30 19:24:41 2005 From: a at aufbix.org (Andraz Sraka) Date: Wed, 31 Aug 2005 01:24:41 +0200 Subject: [rt-users] RT 3.4.2 on debian (mailgateway perl error) Message-ID: <1125444281.6122.51.camel@localhost> re I've just upgraded RT from 3.2.2 to 3.4.2 on Debian Sarge and whenever I want to reply to a ticket request via email I get this kind of error on RT box in smtp service (running postfix) (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: Insecure dependency in open while running setuid at /usr/lib/perl/5.8/IO/File.pm line 70. Stack: [/usr/lib/perl/5.8/IO/File.pm:70] [/usr/lib/perl/5.8/IO/File.pm:41] [/usr/share/perl5/MIME/Body.pm:414] [/usr/share/perl5/MIME/Parser.pm:831] [/usr/share/perl5/MIME/Parser.pm:1049] [/usr/share/perl5/MIME/Parser.pm:714] [/usr/share/perl5/MIME/Parser.pm:1039] [/usr/share/perl5/MIME/Parser.pm:1143] [/usr/share/perl5/MIME/Parser.pm:1115] [/usr/share/request-tracker3.4/lib/RT/EmailParser.pm:228] [/usr/share/request-tracker3.4/lib/RT/EmailParser.pm:176] [/usr/share/request-tracker3.4/lib/RT/EmailParser.pm:137] [/usr/share/request-tracker3.4/lib/RT/Interface/Email.pm:515] [/usr/share/request-tracker3.4/html/REST/1.0/NoAuth/mail-gateway:57]) .. the strange thing is whenever I restart apache httpd server and flush mail queue (mailq -q). RT accepts incoming emails from mail queue until new mail arrives and it breaks again. regards, Andraz -- BOFH excuse #19: floating point processor overflow -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1903 bytes Desc: not available URL: From jra at baylink.com Tue Aug 30 21:40:06 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 30 Aug 2005 21:40:06 -0400 Subject: [rt-users] Can't locate Apache2.pm in @INC ?? In-Reply-To: <20050826173052.GK31788@bestpractical.com>; from Jesse Vincent on Fri, Aug 26, 2005 at 01:30:52PM -0400 References: <20050825220935.GB31788@bestpractical.com> <20050826103236.I31149@cgi.jachomes.com> <20050826173052.GK31788@bestpractical.com> Message-ID: <20050830214006.A28401@cgi.jachomes.com> On Fri, Aug 26, 2005 at 01:30:52PM -0400, Jesse Vincent wrote: > > > You're going to be trying for a long, long time unless you upgrade. > > > RT 3.4.4pre2 and newer support mod_perl 2. Anything older than that > > > will not work with mod_perl2. > > > > Are you certain of that fencepoint? I'm reasonably certain I'm running > > 3.4.2, and it's working for me. > > There is _no way_ an unmodified RT 3.4.2 could work with the released > version of mod_perl2. I can believe that you have an old beta or release > candidate which predates the great renaming. Apologies: you're right; I'm wrong. It's 3.4.1. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From paulg at multitrode.com.au Tue Aug 30 20:47:47 2005 From: paulg at multitrode.com.au (Paul Gibson) Date: Wed, 31 Aug 2005 10:47:47 +1000 Subject: [rt-users] Permissions on Resolve Message-ID: <4314FE33.8030900@multitrode.com.au> Hello all, I have had a decent look through the RT system and I cannot see any permissions on the people that can resolve tickets. We run a software development process through RT and only want the originator of the ticket or admin to be able to resolve the ticket when they are 100% happy with it. Currently, we have coped by having a scrip to create an approval ticket when a new ticket is created. In this way, the new ticket cannot be resolved until the approval ticket is resolved. We would rather have the permissions options rather than the approval ticket option. Any ideas? Thanks, Paul From ben.robson at classicblue.com.au Wed Aug 31 00:33:03 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Wed, 31 Aug 2005 14:33:03 +1000 Subject: [rt-users] Changes to allow selecting a requestor from drop downlist Message-ID: Kelly, Awesome little modification this. Love it. The one thing I am trying to get to grips with is, presently it can only have requestors from the Privileged user set (or at least that's the effect I am getting). How would I allow it to also view non-privileged users (i.e. ppl who would be presented with the Self-Service interface if they logged in themselves)? Thanks heaps mate. BenR ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel Sent: Thursday, 18 August 2005 3:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changes to allow selecting a requestor from drop downlist I just put on the wiki a set of changes to allow call center folks to chose a requestor from a drop down list when creating a ticket, as opposed to typing in the email address. It's at the URL below in case someone else can use it. http://wiki.bestpractical.com/index.cgi?SelectRequestor -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Aug 31 04:41:51 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 31 Aug 2005 04:41:51 -0400 Subject: [rt-users] MIME issues with Subject in RT-RT interaction In-Reply-To: References: Message-ID: <20050831084151.GW31788@bestpractical.com> > I think some component in RT 2.0.6 or some perl module Atro's > installation uses does not do the decoding of encoded header lines > correctly. I could easily believe this. It's probably worth upgrading that 2.0.6 to a newer RT. From alexlist at sbox.tu-graz.ac.at Wed Aug 31 04:45:12 2005 From: alexlist at sbox.tu-graz.ac.at (Alexander List) Date: Wed, 31 Aug 2005 10:45:12 +0200 Subject: [rt-users] Trying to change disabled users to Nobody in Scrips upon Correspond... Message-ID: <43156E18.5080707@sbox.tu-graz.ac.at> Hello! I'm trying to achieve the following: When someone replies to a ticket that is owned by a disabled user, I want to change the ticket owner to Nobody. This is to have it show up in "unowned tickets" and avoid negligence on the part of the users... I did the following: - add a Global Scrip Description: ChangeDisabledOwnerToNobody Condition: User defined Action: User defined Template: Global template: Blank Stage: TransactionCreate Custom condition: my $disabled = $self->TicketObj->OwnerObj->Disabled; if ($disabled) { $RT::Logger->info("Ticket owner of Ticket #" . $self->TicketObj->Id . " is disabled."); return 1; } else { return undef; } Custom action preparation code: return 1; Custom action cleanup code: $RT::Logger->info("Changing owner of Ticket #" . $self->TicketObj->Id . " to Nobody."); my ($status, $msg) = $self->TicketObj->SetOwner($RT::Nobody->Id, 'Force'); unless( $status ) { $RT::Logger->crit("Error: " . $msg); } return 1; The testing for the disabled status works as expected: [Tue Aug 30 15:03:04 2005] [debug]: About to think about scrips for transaction #590718 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) [Tue Aug 30 15:03:04 2005] [debug]: About to prepare scrips for transaction #590718 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158) [Tue Aug 30 15:03:04 2005] [debug]: Found 6 scrips (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354) ... [Tue Aug 30 15:03:05 2005] [info]: Ticket owner of Ticket #1887036 is disabled. ((eval 400):3) [Tue Aug 30 15:03:05 2005] [info]: Changing owner of Ticket #1887036 to Nobody. ((eval 405):1) However, I get the following error after SetOwner: [Tue Aug 30 15:03:05 2005] [err]: Disabled User: 684 failed access check for DelegateRights (/usr/share/request-tracker3.4/lib/RT/Principal_Overlay.pm:307) I don't actually understand what SetOwner has to do with DelegateRights... TIA for any hints! Alex BTW, I'm using RT 3.4.2 as packaged in Debian (3.4.2-4). From Joerg.Ungermann at web.de Wed Aug 31 04:52:02 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Wed, 31 Aug 2005 10:52:02 +0200 Subject: [rt-users] Anybody using SelectRequestor? Message-ID: <773642895@web.de> I just found the RT contribution SelectRequestor. It makes it possible to select users from lists when creating new tickets (instead of typing tem in) It seems to work but i cannpot get more than 1 user (and root in addition) listed. Anybody having this up and running? Is there a solution to get all users listed? Thanks Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From brent at skyblue.eu.org Wed Aug 31 06:19:52 2005 From: brent at skyblue.eu.org (Brent) Date: Wed, 31 Aug 2005 11:19:52 +0100 Subject: [rt-users] ticket history in web response interface Message-ID: <20050831102649.346354D809C@diesel.bestpractical.com> Hi, I am trying to figure out if there is a way to configure the interface so that we can see the text of the last message (or ideally the whole thread of messages) while we are editing a response? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.xa.doyle at ericsson.com Wed Aug 31 07:35:32 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Wed, 31 Aug 2005 13:35:32 +0200 Subject: [rt-users] rt machine busted with fsck any suggestions Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D837BA@eiedbnt502> Hi guys, i had installed the package RT and after much configuration and effort i finally had it up and running i decided to perform an fsck it replied problem with the superblock and magic numbers......within 2 seconds i didnt select yes to anything & next, my ability to use the tab function to auto complete didnt work, my symbolic links failed my RT machine ground to a halt. i performed a reboot and instead of booting into fedora2 it came to the grub shell. i cant seem to get it to load the kernel etc...probably as well because it cant find grub.conf i tried a linux recovery using cd1 and it couldnt detect any linux partitions so therefore the command chroot /mnt/sysimage wouldnt work i then atempted to restore the system using knoppix i booted the cd and performed an fdisk -l it detected all the partitions the partiton sda1 was the boot partition but in the file /etc/fstab it didnt have a filesystem type for it /dev/sda1 /mnt/sda1 auto noauto,users,exec 0 0 /dev/sda2 /mnt/sda2 ext3 noauto,users,exec 0 0 . . . . . . /dev/sda5 none swap defaults 0 0 i tried to mount all partitions and all worked except the boot partition mount -t auto(tried ext2,ext3,reiserfs) -o rw /dev/sda1 /mnt/sda1 i got mount: wrong fs type, bad option, bad superblock on /dev/sda1, or too many mounted file systems any help much appreciated can i save this system, it took long enough to get right Kind Regards Tomas From hilde.rafaelsen at cc.uit.no Wed Aug 31 07:38:12 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Wed, 31 Aug 2005 13:38:12 +0200 Subject: [rt-users] Table relations in RT Message-ID: Hi, When a new Ticket is created in RT which tables are updated? Is a new item insertet in Principals, CachedGroupMembers, GroupMembers and Groups every time a new ticket is created? I have looked at the RT database schema and tried to analyze the relation between all tables, but isn't 100% sure I understand everything. It would have been helpful if I could have looked at an insert example, but I don't know where all the insert, select and delete queries are hide in RT. Hope anyone can help me here. -- Hilde ------------------------------------- Hilde Therese Lauvset Rafaelsen IT-avdelingen, Universitetet i Troms? Tlf: +47 77 64 58 01 From bjorn at 247ms.com Wed Aug 31 07:40:41 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Wed, 31 Aug 2005 13:40:41 +0200 Subject: [rt-users] Searching for users with a specific CF Message-ID: <28612698BFE51241AB8EF079C3230A8B094C17@EXC-1.247ms.com> Hi! We have a bunch of customers who report to our RT, in order to give them a clean interface, I have decided to leave them unprivileged with 1 specific account for each customer. But they have different people reporting errors to our RT via e-mail, so I gave everyone the access to create tickets. Now the customers wants to use their 1 login to see all cases they have sent. So I was thinking I could make a CF with a domain-string, like blabla.com. Then when a ticket is created I have a scrip that takes the requestors e-mail domain and searches for the user with this string in their CF and add them as reuqestor too. That way they would be able to see all the tickets created from their users. But I can't figure out how to search for a user with a specific CF match. Can anyone help, please? :) Cheers, Bj?rn Skovlund Ryd?n System- and Networkadministration 24-7 MusicShop From trs at bestpractical.com Wed Aug 31 08:23:41 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 31 Aug 2005 08:23:41 -0400 Subject: [rt-users] Logout error In-Reply-To: <4314C846.5060105@thebellfamily.com> References: <431494B8.50007@thebellfamily.com> <4314BF7B.5050900@bestpractical.com> <4314C846.5060105@thebellfamily.com> Message-ID: <4315A14D.7080302@bestpractical.com> Robert Bell wrote: >> If so, does it also reproduce under standalone_httpd, or just the >> FastCGI setup? >> > I'd be happy to test but I don't know what this is. Sorry First bring down the FastCGI instance of RT. Then from the RT source directory, run the following ./bin/standalone_httpd Wait a couple seconds and it should print a banner saying you can connect to the server. Then try and reproduce the problem. Hope that helps. Tom From kfh at mqsoftware.com Wed Aug 31 08:47:33 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Aug 2005 07:47:33 -0500 Subject: [rt-users] Changes to allow selecting a requestor from drop downlist Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA48D@mailservermn.mqsoftware.com> Ben, Well, the line below with WhoHaveRight limits the list of users to those that can create tickets. In my setup, that's everyone. You'd need to limit this in a way that would fit your situation... my $Users = RT::Users->new($session{CurrentUser}); $Users->WhoHaveRight(Right => 'CreateTicket', Object => $object, IncludeSystemRights => 1, IncludeSuperusers => 0); while (my $User = $Users->Next()) { -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com _____ From: Ben Robson [mailto:ben.robson at classicblue.com.au] Sent: Tuesday, August 30, 2005 11:33 PM To: Kelly F. Hickel; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Changes to allow selecting a requestor from drop downlist Kelly, Awesome little modification this. Love it. The one thing I am trying to get to grips with is, presently it can only have requestors from the Privileged user set (or at least that's the effect I am getting). How would I allow it to also view non-privileged users (i.e. ppl who would be presented with the Self-Service interface if they logged in themselves)? Thanks heaps mate. BenR _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel Sent: Thursday, 18 August 2005 3:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changes to allow selecting a requestor from drop downlist I just put on the wiki a set of changes to allow call center folks to chose a requestor from a drop down list when creating a ticket, as opposed to typing in the email address. It's at the URL below in case someone else can use it. http://wiki.bestpractical.com/index.cgi?SelectRequestor -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Aug 31 08:50:49 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 07:50:49 -0500 Subject: [rt-users] rt machine busted with fsck any suggestions In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D837BA@eiedbnt502> References: <9B90FC9233F6E94493FF4FD8E0BA247D03D837BA@eiedbnt502> Message-ID: <1125492649.28207.15.camel@les-home.futuresource.com> On Wed, 2005-08-31 at 06:35, Tomas Doyle XA (DL/LMI) wrote: > i then atempted to restore the system using knoppix > i booted the cd and performed an fdisk -l > it detected all the partitions > the partiton sda1 was the boot partition > but in the file /etc/fstab > it didnt have a filesystem type for it > > /dev/sda1 /mnt/sda1 auto noauto,users,exec 0 0 > /dev/sda2 /mnt/sda2 ext3 noauto,users,exec 0 0 I think you are looking at the knoppix built-on-the fly fstab. Look at the etc/fstab under wherever it mounted your fedora root partition. > i tried to mount all partitions and all worked except the boot partition > > mount -t auto(tried ext2,ext3,reiserfs) -o rw /dev/sda1 /mnt/sda1 > i got > mount: wrong fs type, bad option, bad superblock on /dev/sda1, or too many mounted file systems > > > any help much appreciated can i save this system, it took long enough > to get right It may be damaged beyond repair, but the only thing unique in a boot partition is the initrd image and that only if you need a scsi driver to boot. If you have a similar box you should be able reformat that partition while booted from either knoppix or your fedora install cd in rescue mode and copy the contents over from another machine. If necessary you can rebuild the initrd image after you get to the point where rescue mode sees the partition, mounts the partitions, and lets you chroot to the old system. You might want to look at something like backuppc: http://backuppc.sourceforge.net/ to keep regular backups once you are running again... -- Les Mikesell les at futuresource.com From kfh at mqsoftware.com Wed Aug 31 08:52:11 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Aug 2005 07:52:11 -0500 Subject: [rt-users] Anybody using SelectRequestor? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA48F@mailservermn.mqsoftware.com> I just wrote a response to this for BenR. In my setup, all the users can create tickets, so have the CreateTicket right. If yours don't, they won't show up. You may need to tinker with the line that has the word WhoHaveRight. In our setup, this is meant to be a way to handle users that call in, rather than send an email. If they could send in an email and RT would create a ticket, then they should show up in the query as it is. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of J?rg Ungermann > Sent: Wednesday, August 31, 2005 3:52 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Anybody using SelectRequestor? > > > I just found the RT contribution SelectRequestor. > > It makes it possible to select users from lists when creating new tickets > (instead of typing tem in) > > It seems to work but i cannpot get more than 1 user (and root in addition) > listed. > > Anybody having this up and running? > Is there a solution to get all users listed? > > Thanks > > Joerg > ______________________________________________________________ > Verschicken Sie romantische, coole und witzige Bilder per SMS! > Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From bjorn at 247ms.com Wed Aug 31 08:53:32 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Wed, 31 Aug 2005 14:53:32 +0200 Subject: [rt-users] Issues with rich formatted mails Message-ID: <28612698BFE51241AB8EF079C3230A8B094C32@EXC-1.247ms.com> Hi I've tried using the SetTicketPropertiesViaMail, in a slightly modified version. After a bit of troubleshooting, I found that it has serious issues with rich formatted texts. $self->TransactionObj->Attachments->First->Content doesn't return any text if it's a rich format email. How would I go about fixing this? Thanks in advance :) Best regards Bj?rn Skovlund Ryd?n System- and Networkadministration 24-7 MusicShop From ben.robson at classicblue.com.au Wed Aug 31 09:03:36 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Wed, 31 Aug 2005 23:03:36 +1000 Subject: [rt-users] Anybody using SelectRequestor? Message-ID: Jorg, Double check your permissions. Initially I found that only my priv' users were showing up, but then later when I re-did the permissions for the unpriv' users, they too started showing up. I also suspect, but have not tested, you need to make sure that all users belong to a "Company Name" in their personal settings. I suspect without a "Company Name" the script would not find them, or would not know where to group them. BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of J?rg Ungermann Sent: Wed 8/31/2005 6:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Anybody using SelectRequestor? I just found the RT contribution SelectRequestor. It makes it possible to select users from lists when creating new tickets (instead of typing tem in) It seems to work but i cannpot get more than 1 user (and root in addition) listed. Anybody having this up and running? Is there a solution to get all users listed? Thanks Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Aug 31 09:10:34 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Aug 2005 08:10:34 -0500 Subject: [rt-users] Anybody using SelectRequestor? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA491@mailservermn.mqsoftware.com> If there's no org value for a user, it's not put into the list. That's easy to change, just add an else clause to the if statement below, may put them all in an org called "NoOrg" or something.... if((!defined ($org)) || ($org eq "")) { my $i = index($User->Name, "@"); # Note that if index returned -1, we'll start at zero, just using the entire email addr as the org $org = substr $User->Name, $i+1; } So: Else { $org = "NoOrg"; } -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Robson Sent: Wednesday, August 31, 2005 8:04 AM To: J?rg Ungermann; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Anybody using SelectRequestor? Jorg, Double check your permissions. Initially I found that only my priv' users were showing up, but then later when I re-did the permissions for the unpriv' users, they too started showing up. I also suspect, but have not tested, you need to make sure that all users belong to a "Company Name" in their personal settings. I suspect without a "Company Name" the script would not find them, or would not know where to group them. BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of J?rg Ungermann Sent: Wed 8/31/2005 6:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Anybody using SelectRequestor? I just found the RT contribution SelectRequestor. It makes it possible to select users from lists when creating new tickets (instead of typing tem in) It seems to work but i cannpot get more than 1 user (and root in addition) listed. Anybody having this up and running? Is there a solution to get all users listed? Thanks Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Aug 31 09:35:10 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Aug 2005 08:35:10 -0500 Subject: [rt-users] Need help understanding mason and query args Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA492@mailservermn.mqsoftware.com> I'm trying to add bookmarkable urls to the Statistics stuff, and almost have it working. But, I don't seem to understand what mason is trying to do with query args. Mason seems to be doing what it's documented to do, I just don't understand why, or what to do about it. If you take the text below, and save it to /opt/rt3/local/html/foo.html, and then go to the URL http://MYRT/foo.html?sMonth=2 then it will do what I expect, the text area will show that the value of the sMonth arg is two, and the pull downs showing the start date will display March 1, 2010 (ok, maybe that's odd, but this is a stripped down test). Now, if you chose a different month and hit the update button, when the page gets built again, the sMonth arg is an array ref, with the new value you selected, and the original value specified in the URL. This isn't what I expected, although reading the mason doc, it's supposed to do this. Now, I'm not a mason, apache, or web page developer normally, but most of this has seemed straight forward, up to now. I'm sure that I'm missing something basic, can anyone tell me what it is? (short words, please! ;> ) Here's foo.html: <& /Elements/Header, Title => loc("Test page") &> <& /Elements/Tabs, Title => loc("Test page") &>

Description

This is a test page

Start Date:


% $debugtext .= "value of sMonth is |$sMonth|\n"; % $debugtext .= "ref of sMonth is " . ref($sMonth) . "\n"; % if (ref $sMonth) {$debugtext .= "join of sMonth is " . join(',', @$sMonth) . "\n";} <%ARGS> $sMonth=>undef $sDay=>undef $sYear=>undef <%INIT> my $n; my $selected; my $debugtext=""; my @years =('2010', '2009', '2008', '2007', '2006', '2005', '2004', '2003' ,'2003' ,'2002'); my @months=qw/Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec/; my %monthsMaxDay = ( 0 => 31, # January 1 => 29, # February, allow for leap year 2 => 31, # March 3 => 30, # April 4 => 31, # May 5 => 30, # June 6 => 31, # July 7 => 31, # August 8 => 30, # September 9 => 31, # October 10=> 30, # November 11=> 31 # December ); -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From ruslan.zakirov at gmail.com Wed Aug 31 10:30:27 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 18:30:27 +0400 Subject: [rt-users] Anybody using SelectRequestor? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA491@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA491@mailservermn.mqsoftware.com> Message-ID: <589c944005083107302ba91e99@mail.gmail.com> Code looks a little bi confusing On 8/31/05, Kelly F. Hickel wrote: > > If there's no org value for a user, it's not put into the list. That's > easy to change, just add an else clause to the if statement below, may put > them all in an org called "NoOrg" or something?. > > if((!defined ($org)) || ($org eq "")) { > > This condition is equivalent of unless( $org ) { which is much simpler to understand my $i = index($User->Name, "@"); > > # Note that if index returned -1, we'll start at zero, just using the entire email addr as the org > > $org = substr $User->Name, $i+1; > > } > > So: > Else { > > $org = "NoOrg"; > > } > I think this is wrong suggestion, will trigger situation when org is defined. -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > ------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Ben Robson > *Sent:* Wednesday, August 31, 2005 8:04 AM > *To:* J?rg Ungermann; rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] Anybody using SelectRequestor? > > Jorg, > > Double check your permissions. Initially I found that only my priv' users > were showing up, but then later when I re-did the permissions for the > unpriv' users, they too started showing up. > > I also suspect, but have not tested, you need to make sure that all users > belong to a "Company Name" in their personal settings. I suspect without a > "Company Name" the script would not find them, or would not know where to > group them. > > BenR > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com on behalf of J?rg Ungermann > Sent: Wed 8/31/2005 6:52 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Anybody using SelectRequestor? > > > I just found the RT contribution SelectRequestor. > > It makes it possible to select users from lists when creating new tickets > (instead of typing tem in) > > It seems to work but i cannpot get more than 1 user (and root in addition) > listed. > > Anybody having this up and running? > Is there a solution to get all users listed? > > Thanks > > Joerg > ______________________________________________________________ > Verschicken Sie romantische, coole und witzige Bilder per SMS! > Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Aug 31 10:38:15 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Aug 2005 09:38:15 -0500 Subject: [rt-users] Anybody using SelectRequestor? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA49A@mailservermn.mqsoftware.com> _____ From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, August 31, 2005 9:30 AM To: Kelly F. Hickel Cc: Ben Robson; J?rg Ungermann; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Anybody using SelectRequestor? Code looks a little bi confusing On 8/31/05, Kelly F. Hickel wrote: If there's no org value for a user, it's not put into the list. That's easy to change, just add an else clause to the if statement below, may put them all in an org called "NoOrg" or something.... if((!defined ($org)) || ($org eq "")) { This condition is equivalent of unless( $org ) { which is much simpler to understand [Kelly F. Hickel] Hmm, well, maybe. I've been writing C code for over 20 years, and have been told that my perl code looks like C. I take that as a compliment. ;> I would argue that the way that I wrote it is clearer to someone that doesn't live and breathe perl, which seems to apply to a lot of people that use RT. my $i = index($User->Name, "@"); # Note that if index returned -1, we'll start at zero, just using the entire email addr as the org $org = substr $User->Name, $i+1; } So: Else { $org = "NoOrg"; } I think this is wrong suggestion, will trigger situation when org is defined. [Kelly F. Hickel] It's the wrong suggestion because the code already handles this case, but I forgot about it. Users with no org will be entered in the dropdown list with their email domain name as the org. So there's no need to change the code anyway, as it already handles the case. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Robson Sent: Wednesday, August 31, 2005 8:04 AM To: J?rg Ungermann; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Anybody using SelectRequestor? Jorg, Double check your permissions. Initially I found that only my priv' users were showing up, but then later when I re-did the permissions for the unpriv' users, they too started showing up. I also suspect, but have not tested, you need to make sure that all users belong to a "Company Name" in their personal settings. I suspect without a "Company Name" the script would not find them, or would not know where to group them. BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of J?rg Ungermann Sent: Wed 8/31/2005 6:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Anybody using SelectRequestor? I just found the RT contribution SelectRequestor. It makes it possible to select users from lists when creating new tickets (instead of typing tem in) It seems to work but i cannpot get more than 1 user (and root in addition) listed. Anybody having this up and running? Is there a solution to get all users listed? Thanks Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -- Best regards, Ruslan. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Aug 31 10:49:49 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 18:49:49 +0400 Subject: [rt-users] Need help understanding mason and query args In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA492@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA492@mailservermn.mqsoftware.com> Message-ID: <589c9440050831074965e7fd85@mail.gmail.com> This problem is not about Mason, but HTML standard. Your form tag has no action attribute, but this attribute is required by standard(http://www.w3.org/TR/html401/interact/forms.html#edef-FORM). There is no defined behaviour of UAs when this attribute is not defined, but as I think all behave similar they use current URI as action attribute. When you click submit button your data goes to "http://...?sMonth=2" and POST data also has sMonth new value. Mason parse both data sources: URI params and POST stream for other params, Mason see two arguments with same name and construct array. You can use this fact to send mutiply values with one name. I hope this is right answer :) On 8/31/05, Kelly F. Hickel wrote: > I'm trying to add bookmarkable urls to the Statistics stuff, and almost > have it working. But, I don't seem to understand what mason is trying > to do with query args. Mason seems to be doing what it's documented to > do, I just don't understand why, or what to do about it. > > If you take the text below, and save it to /opt/rt3/local/html/foo.html, > and then go to the URL http://MYRT/foo.html?sMonth=2 then it will do > what I expect, the text area will show that the value of the sMonth arg > is two, and the pull downs showing the start date will display March 1, > 2010 (ok, maybe that's odd, but this is a stripped down test). > > Now, if you chose a different month and hit the update button, when the > page gets built again, the sMonth arg is an array ref, with the new > value you selected, and the original value specified in the URL. This > isn't what I expected, although reading the mason doc, it's supposed to > do this. > > Now, I'm not a mason, apache, or web page developer normally, but most > of this has seemed straight forward, up to now. I'm sure that I'm > missing something basic, can anyone tell me what it is? (short words, > please! ;> ) > > Here's foo.html: > > <& /Elements/Header, Title => loc("Test page") &> > <& /Elements/Tabs, Title => loc("Test page") &> > >

Description

>

This is a test page

>
> > > > > > > > > >
Start Date: > > > > > >
> >
> > >
> % $debugtext .= "value of sMonth is |$sMonth|\n"; > % $debugtext .= "ref of sMonth is " . ref($sMonth) . "\n"; > % if (ref $sMonth) {$debugtext .= "join of sMonth is " . join(',', > @$sMonth) . "\n";} > > >
> > <%ARGS> > $sMonth=>undef > $sDay=>undef > $sYear=>undef > > > <%INIT> > my $n; > my $selected; > my $debugtext=""; > my @years =('2010', '2009', '2008', '2007', '2006', '2005', '2004', > '2003' ,'2003' ,'2002'); > my @months=qw/Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec/; > my %monthsMaxDay = ( > 0 => 31, # January > 1 => 29, # February, allow for leap year > 2 => 31, # March > 3 => 30, # April > 4 => 31, # May > 5 => 30, # June > 6 => 31, # July > 7 => 31, # August > 8 => 30, # September > 9 => 31, # October > 10=> 30, # November > 11=> 31 # December > ); > > > > -- > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Aug 31 10:54:09 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 18:54:09 +0400 Subject: [rt-users] Issues with rich formatted mails In-Reply-To: <28612698BFE51241AB8EF079C3230A8B094C32@EXC-1.247ms.com> References: <28612698BFE51241AB8EF079C3230A8B094C32@EXC-1.247ms.com> Message-ID: <589c9440050831075433c5673e@mail.gmail.com> What is "rich formatted" text? Is it html? Or .rtf attachment? Does email source have text/plain alternative part of the "rich formatted" part? On 8/31/05, Bj?rn Skovlund Ryd?n wrote: > Hi > > I've tried using the SetTicketPropertiesViaMail, in a slightly modified version. After a bit of troubleshooting, I found that it has serious issues with rich formatted texts. > $self->TransactionObj->Attachments->First->Content doesn't return any text if it's a rich format email. How would I go about fixing this? > > Thanks in advance :) > > Best regards > > Bj?rn Skovlund Ryd?n > System- and Networkadministration > 24-7 MusicShop > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From kfh at mqsoftware.com Wed Aug 31 10:58:30 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Aug 2005 09:58:30 -0500 Subject: [rt-users] Need help understanding mason and query args Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA49C@mailservermn.mqsoftware.com> Ruslan, It looks like that worked, thanks! I'll have to review all of the Statistics code's use of FORM, as I just copied this from something in another file. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, August 31, 2005 9:50 AM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Need help understanding mason and query args > > This problem is not about Mason, but HTML standard. Your form tag has > no action attribute, but this attribute is required by > standard(http://www.w3.org/TR/html401/interact/forms.html#edef-FORM). > There is no defined behaviour of UAs when this attribute is not > defined, but as I think all behave similar they use current URI as > action attribute. > When you click submit button your data goes to "http://...?sMonth=2" > and POST data also has sMonth new value. Mason parse both data > sources: URI params and POST stream for other params, Mason see two > arguments with same name and construct array. You can use this fact to > send mutiply values with one name. > > I hope this is right answer :) > > On 8/31/05, Kelly F. Hickel wrote: > > I'm trying to add bookmarkable urls to the Statistics stuff, and almost > > have it working. But, I don't seem to understand what mason is trying > > to do with query args. Mason seems to be doing what it's documented to > > do, I just don't understand why, or what to do about it. > > > > If you take the text below, and save it to /opt/rt3/local/html/foo.html, > > and then go to the URL http://MYRT/foo.html?sMonth=2 then it will do > > what I expect, the text area will show that the value of the sMonth arg > > is two, and the pull downs showing the start date will display March 1, > > 2010 (ok, maybe that's odd, but this is a stripped down test). > > > > Now, if you chose a different month and hit the update button, when the > > page gets built again, the sMonth arg is an array ref, with the new > > value you selected, and the original value specified in the URL. This > > isn't what I expected, although reading the mason doc, it's supposed to > > do this. > > > > Now, I'm not a mason, apache, or web page developer normally, but most > > of this has seemed straight forward, up to now. I'm sure that I'm > > missing something basic, can anyone tell me what it is? (short words, > > please! ;> ) > > > > Here's foo.html: > > > > <& /Elements/Header, Title => loc("Test page") &> > > <& /Elements/Tabs, Title => loc("Test page") &> > > > >

Description

> >

This is a test page

> >
> > > > > > > > > > > > > > > > > > > >
Start Date: > > > > > > > > > > > >
> > > >
> > > > > >
> > % $debugtext .= "value of sMonth is |$sMonth|\n"; > > % $debugtext .= "ref of sMonth is " . ref($sMonth) . "\n"; > > % if (ref $sMonth) {$debugtext .= "join of sMonth is " . join(',', > > @$sMonth) . "\n";} > > > > > >
> > > > <%ARGS> > > $sMonth=>undef > > $sDay=>undef > > $sYear=>undef > > > > > > <%INIT> > > my $n; > > my $selected; > > my $debugtext=""; > > my @years =('2010', '2009', '2008', '2007', '2006', '2005', '2004', > > '2003' ,'2003' ,'2002'); > > my @months=qw/Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec/; > > my %monthsMaxDay = ( > > 0 => 31, # January > > 1 => 29, # February, allow for leap year > > 2 => 31, # March > > 3 => 30, # April > > 4 => 31, # May > > 5 => 30, # June > > 6 => 31, # July > > 7 => 31, # August > > 8 => 30, # September > > 9 => 31, # October > > 10=> 30, # November > > 11=> 31 # December > > ); > > > > > > > > -- > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > > -- > Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Aug 31 11:31:30 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 19:31:30 +0400 Subject: [rt-users] Table relations in RT In-Reply-To: References: Message-ID: <589c9440050831083153998b@mail.gmail.com> On 8/31/05, Hilde T Lauvset Rafaelsen wrote: > Hi, > > When a new Ticket is created in RT which tables are updated? Is a new item insertet in Principals, CachedGroupMembers, GroupMembers and Groups every time a new ticket is created? Yes, RT always creates role groups while Ticket creation. > > I have looked at the RT database schema and tried to analyze the relation between all tables, but isn't 100% sure I understand everything. It would have been helpful if I could have looked at an insert example, but I don't know where all the insert, select and delete queries are hide in RT. > Did you see DBSchema on the wiki? > Hope anyone can help me here. I think no one can help you becuase we don't know what are you trying to do. Direct interactions with RT DB are not recommended. RT development process doesn't guaranty any compatibility of the DB schema in future versions. RT API is backward-compatible in most cases. > > -- > Hilde > -- Best regards, Ruslan. From mna at metabuilder.ru Wed Aug 31 11:39:35 2005 From: mna at metabuilder.ru (Nikolay Martynov) Date: Wed, 31 Aug 2005 19:39:35 +0400 Subject: [rt-users] Broken subjects in RT correspondence Message-ID: <141506126546.20050831193935@metabuilder.ru> Hello, We have a trouble with russian words in Ticket subjects - some e-mails from RT arrives with broken symbols in subject. Like this, [? and *] - broken symbols: RE: [www.metabuilder.ru #10962] ?????? ???? ??????? ?????? [www.metabuilder.ru #10474] ???????? ??? ???????? [www.metabuilder.ru #10948] ???????? ??? RT3 [www.metabuilder.ru #10882] ???????? * ??????? ????????? [www.metabuilder.ru #10859] Auto_MB_Test: 10858 "?????? ????????? ????*????? ?? ??????? ?????? ?? ??????" etc.. This bug was in RT 2.15, in 3.4.3 the same old.. From jmctavish at matrixorbital.ca Wed Aug 31 11:39:39 2005 From: jmctavish at matrixorbital.ca (James McTavish) Date: Wed, 31 Aug 2005 09:39:39 -0600 Subject: [rt-users] (no subject) Message-ID: <17643D86-D379-44A2-88D7-15CCD6C0FE8C@matrixorbital.ca> I've been searching around, but I can't seem to get an answer to the problems that I've been seeing in the logs. Over and over again I've been getting: FastCGI: comm with (dynamic) server "/var/www/rt/rt-3.4.2/bin/ mason_handler.fcgi" aborted: (first read) idle timeout (30 sec) FastCGI: incomplete headers (0 bytes) received from server "/var/www/ rt/rt-3.4.2/bin/mason_handler.fcgi" in the apache error logs. These can come up with users are trying to access anything from the login page or clicking on a ticket to view it. I've recently done an upgrade from 3.2.1 to 3.4.2, however everything has been working normally up until yesterday. I have no problem with diving into the code, but I don't want to waste my time if someone out there can give me a hint where to start looking. Any assistance would be greatly appreciated. -- James McTavish From Ahalya_Nathan at mudnebr.com Wed Aug 31 11:55:19 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 31 Aug 2005 10:55:19 -0500 Subject: [rt-users] (no subject) Message-ID: Hi all, Even I get 500 Internal Server error when I tried to access the page :http://example.com/. This is the error in the apache logs. [Wed Aug 31 10:04:11 2005] [error] [client 10.17.21.85] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt/bin/mason_handler.fcgi" [Wed Aug 31 10:21:42 2005] [error] [client 10.17.21.85] FastCGI: comm with server "/usr/local/rt/bin/mason_handler.fcgi" aborted: idle timeout (300 sec) [Wed Aug 31 10:21:42 2005] [error] [client 10.17.21.85] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt/bin/mason_handler.fcgi" I configured RT with the following parameters: ./configure --prefix /usr/local/rt_dev/rt --with-db-type=Oracle \ --with-db-dba=rt --with-db-database=example.com \ --with-db-rt-user=rt \ --with-db-rt-pass=rt \ --with-web-user=apache --with-web-group=apache --with-fastcgi --with-oracle The user and group that I give in httpd.conf file for apache 2 is: apache and have the following in my httpd.conf file: ************************************************************************ ******************************************* LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 300 -processes 5 ServerName example.com ServerAlias example ErrorLog logs/dummy-host.example.com-error_log CustomLog logs/dummy-host.example.com-access_log common DocumentRoot /usr/local/rt/share/html AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/rt/bin/mason_handler.fcgi AddDefaultCharset UTF-8 SetHandler fastcgi-script My configuration is Perl 5.8.6, Redhat Linux, Apache2, mod_fastcgi-2.4.2 and RT 3.4.1. I will really appreciate if someone can give a hint as to what I am doing wrong. Regards, Ahalya Nathan. _____________________________________________ From: rt-users-bounces at lists.bestpractical.com@MUD On Behalf Of James McTavish Sent: Wednesday, August 31, 2005 10:40 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) I've been searching around, but I can't seem to get an answer to the problems that I've been seeing in the logs. Over and over again I've been getting: FastCGI: comm with (dynamic) server "/var/www/rt/rt-3.4.2/bin/ mason_handler.fcgi" aborted: (first read) idle timeout (30 sec) FastCGI: incomplete headers (0 bytes) received from server "/var/www/ rt/rt-3.4.2/bin/mason_handler.fcgi" in the apache error logs. These can come up with users are trying to access anything from the login page or clicking on a ticket to view it. I've recently done an upgrade from 3.2.1 to 3.4.2, however everything has been working normally up until yesterday. I have no problem with diving into the code, but I don't want to waste my time if someone out there can give me a hint where to start looking. Any assistance would be greatly appreciated. -- James McTavish _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Aug 31 12:09:48 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 20:09:48 +0400 Subject: [rt-users] Trying to change disabled users to Nobody in Scrips upon Correspond... In-Reply-To: <43156E18.5080707@sbox.tu-graz.ac.at> References: <43156E18.5080707@sbox.tu-graz.ac.at> Message-ID: <589c94400508310909e101920@mail.gmail.com> Hello. As I understand scrip works, but you're confused with this [err] message. When RT deletes user from group(ticket owner is also organized as group) it checks if user can delegate rights because if he leave group and he got rights via membership in this group he couldn't delegate that rights any more. I think level of this message should be lower - info or may be debug, but also *may be* there is bug in RT that doesn't affect you, but should be fixed. On 8/31/05, Alexander List wrote: > Hello! > > I'm trying to achieve the following: > > When someone replies to a ticket that is owned by a disabled user, I > want to change the ticket owner to Nobody. This is to have it show up in > "unowned tickets" and avoid negligence on the part of the users... > > I did the following: > > - add a Global Scrip > Description: ChangeDisabledOwnerToNobody > Condition: User defined > Action: User defined > Template: Global template: Blank > Stage: TransactionCreate > > Custom condition: > > my $disabled = $self->TicketObj->OwnerObj->Disabled; > if ($disabled) { > $RT::Logger->info("Ticket owner of Ticket #" . $self->TicketObj->Id . " > is disabled."); > return 1; > } else { > return undef; > } > > Custom action preparation code: > > return 1; > > Custom action cleanup code: > > $RT::Logger->info("Changing owner of Ticket #" . $self->TicketObj->Id . > " to Nobody."); > my ($status, $msg) = $self->TicketObj->SetOwner($RT::Nobody->Id, 'Force'); > unless( $status ) { > $RT::Logger->crit("Error: " . $msg); > } > return 1; > > The testing for the disabled status works as expected: > > [Tue Aug 30 15:03:04 2005] [debug]: About to think about scrips for > transaction #590718 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) > [Tue Aug 30 15:03:04 2005] [debug]: About to prepare scrips for > transaction #590718 > (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158) > [Tue Aug 30 15:03:04 2005] [debug]: Found 6 scrips > (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354) > > ... > > [Tue Aug 30 15:03:05 2005] [info]: Ticket owner of Ticket #1887036 is > disabled. ((eval 400):3) > [Tue Aug 30 15:03:05 2005] [info]: Changing owner of Ticket #1887036 to > Nobody. ((eval 405):1) > > However, I get the following error after SetOwner: > > [Tue Aug 30 15:03:05 2005] [err]: Disabled User: 684 failed access > check for DelegateRights > (/usr/share/request-tracker3.4/lib/RT/Principal_Overlay.pm:307) > > I don't actually understand what SetOwner has to do with DelegateRights... > > TIA for any hints! > > Alex > > > BTW, I'm using RT 3.4.2 as packaged in Debian (3.4.2-4). > > -- Best regards, Ruslan. From btaylor at modulusvideo.com Wed Aug 31 12:19:00 2005 From: btaylor at modulusvideo.com (Bryant Taylor) Date: Wed, 31 Aug 2005 09:19:00 -0700 Subject: [rt-users] External Auth and Windows 2003 AD Message-ID: <3AAB61FCAC5E9D418FA7C897ABF2C815566138@exchange.MODULUSVIDEO.local> Has anyone had any luck or have they even tried this? Thanks, Bryant -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Aug 31 12:53:05 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 11:53:05 -0500 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: <1125507184.25218.66.camel@moola.futuresource.com> On Wed, 2005-08-31 at 10:55, Nathan, Ahalya wrote: > My configuration is Perl 5.8.6, Redhat Linux, Apache2, > mod_fastcgi-2.4.2 and RT 3.4.1. I will really appreciate if someone > can give a hint as to what I am doing wrong. The first question with recent RH/fedora versions is always: do you have SELinux enabled? Next, does the fastcgi process have write permission on where you pointed its FastCgiIpcDir? -- Les Mikesell les at futuresource.com From scottf at eacceleration.com Wed Aug 31 13:07:50 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Wed, 31 Aug 2005 10:07:50 -0700 Subject: [rt-users] Unmerging tickets. Message-ID: <1125508070.1251.128.camel@scottf.site> While doing a mass merge of several tickets into one, one of our techs accidentally got a ticket into the bunch that shouldn't have gone in with the rest. Is there a way to 'unmerge' a ticket? From the documentation, it looks like the only way is to change entries in the DB. I'd rather not have to mess with the DB directly if possible. -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com -- "Traveling through hyperspace ain't like dusting crops, boy. Without precise calculations, we'd fly right through a star, or bounce too close to a supernova, and that would end your trip real quick, wouldn't it?" ? Han Solo -- From ruslan.zakirov at gmail.com Wed Aug 31 13:12:55 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 21:12:55 +0400 Subject: [rt-users] Unmerging tickets. In-Reply-To: <1125508070.1251.128.camel@scottf.site> References: <1125508070.1251.128.camel@scottf.site> Message-ID: <589c944005083110123aca5aca@mail.gmail.com> On 8/31/05, Scott Frisbie wrote: > While doing a mass merge of several tickets into one, one of our techs > accidentally got a ticket into the bunch that shouldn't have gone in > with the rest. Is there a way to 'unmerge' a ticket? From the > documentation, it looks like the only way is to change entries in the > DB. I'd rather not have to mess with the DB directly if possible. There is no way to unmerge tickets without changing DB directly. > > > -- > Thanks! > Scott Frisbie (Friz) 8^) > scottf at eAcceleration.com > -- > "Traveling through hyperspace ain't like dusting crops, boy. Without > precise calculations, we'd fly right through a star, or bounce too close > to a supernova, and that would end your trip real quick, wouldn't it?" ? > Han Solo > -- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sean at compu-aid.net Wed Aug 31 12:57:05 2005 From: sean at compu-aid.net (Sean E. Millichamp) Date: Wed, 31 Aug 2005 12:57:05 -0400 Subject: [rt-users] RT 3.4.4 / Mason 1.3101 critical Apache error Message-ID: <1125507425.11451.18.camel@pc102.int.enertronllc.com> I had a working RT 3.4.2 installation until I tried upgrading to 3.4.4 today. After a number of problems I thought I needed to upgrade HTML::Mason so I did via CPAN to 1.3101 and now I am getting: [Wed Aug 31 16:15:24 2005] [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] [/usr/local/rt3/bin/webmux.pl:123] [-e:0] (/usr/local/rt3/bin/webmux.pl:125) When I try to load the main RT page. I've spent a lot of time looking at it but I am at a loss as to exactly how RT calls HTML::Mason::Request::CGI->new() or how to set the 'comp' parameter or what it should be set to. I'm out of ideas and I need help. I have thought about trying to downgrade Mason, but it seems like such a massive set of modules with so many dependencies that I hesitate to attempt that until I've exhausted my other options. Background on how I got to the Mason upgrade: I have never had any troubles getting RT running until I tried to upgrade from 3.4.2 to 3.4.4 today. I had been running successfully with mod_perl 1.99 but after installing RT 3.4.4 it told me that I needed mod_perl 2.0. So I uninstalled mod_perl 1.99 and downloaded and installed mod_perl 2.0.1. I had some problems initially with my mod_perl 2.0.1 installation which caused me to think that I needed to grab the latest HTML::Mason from CPAN. I did that and now I am on 1.3101. I realized after the fact that I probably didn't need to update my HTML::Mason and the update to HTML::Mason is what is causing me troubles. Any pointers or ideas would be greatly appreciated. Thanks, Sean -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From ruslan.zakirov at gmail.com Wed Aug 31 13:18:49 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Aug 2005 21:18:49 +0400 Subject: [rt-users] RT 3.4.4 / Mason 1.3101 critical Apache error In-Reply-To: <1125507425.11451.18.camel@pc102.int.enertronllc.com> References: <1125507425.11451.18.camel@pc102.int.enertronllc.com> Message-ID: <589c944005083110181f7f79d6@mail.gmail.com> Update HTTP::Server::Simple::Mason to the latest available on CPAN version. On 8/31/05, Sean E. Millichamp wrote: > I had a working RT 3.4.2 installation until I tried upgrading to 3.4.4 > today. > > After a number of problems I thought I needed to upgrade HTML::Mason so > I did via CPAN to 1.3101 and now I am getting: > [Wed Aug 31 16:15:24 2005] [crit]: The 'comp' parameter (undef) to > HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the > allowed types: scalar object > > Stack: > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] > [/usr/local/rt3/bin/webmux.pl:123] > [-e:0] > (/usr/local/rt3/bin/webmux.pl:125) > > When I try to load the main RT page. > > I've spent a lot of time looking at it but I am at a loss as to exactly > how RT calls HTML::Mason::Request::CGI->new() or how to set the 'comp' > parameter or what it should be set to. I'm out of ideas and I need > help. I have thought about trying to downgrade Mason, but it seems like > such a massive set of modules with so many dependencies that I hesitate > to attempt that until I've exhausted my other options. > > Background on how I got to the Mason upgrade: > > I have never had any troubles getting RT running until I tried to > upgrade from 3.4.2 to 3.4.4 today. I had been running successfully with > mod_perl 1.99 but after installing RT 3.4.4 it told me that I needed > mod_perl 2.0. So I uninstalled mod_perl 1.99 and downloaded and > installed mod_perl 2.0.1. > > I had some problems initially with my mod_perl 2.0.1 installation which > caused me to think that I needed to grab the latest HTML::Mason from > CPAN. I did that and now I am on 1.3101. I realized after the fact > that I probably didn't need to update my HTML::Mason and the update to > HTML::Mason is what is causing me troubles. > > Any pointers or ideas would be greatly appreciated. > > Thanks, > Sean > > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (GNU/Linux) > > iD8DBQBDFeFhlsIYP8YyMyQRAoWWAJ47O/V8pZYE6sIchz+pQOGDi8cb+wCfSMXd > DEMvvnnvgwT2+LOnQSMdgbM= > =dkjc > -----END PGP SIGNATURE----- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From de5-list-rt-users at sws5.ornl.gov Wed Aug 31 14:06:40 2005 From: de5-list-rt-users at sws5.ornl.gov (Dave Sill) Date: Wed, 31 Aug 2005 14:06:40 -0400 Subject: [rt-users] Ticket custom fields: where are they? Message-ID: <17173.61872.575207.407932@sws5.ornl.gov> I've set up a queue, created a couple custom fields, and added them to the queue as "Ticket Custom Fields"--all as root. When I view or create a ticket in the queue as the user who controls it, I don't see the custom fields anywhere. Where should they be showing up? -Dave From les at futuresource.com Wed Aug 31 14:13:08 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 13:13:08 -0500 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 Message-ID: <1125511988.25218.99.camel@moola.futuresource.com> RTFM and asset tracker don't show up at all under Mason 1.3101 (Centos4, fastcgi), but work under Mason 1.28. Am I missing a needed update to some other module or is this a known problem? -- Les Mikesell les at futuresource.com From KevinSonney at zumiez.com Wed Aug 31 14:35:36 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Wed, 31 Aug 2005 11:35:36 -0700 Subject: [rt-users] External Auth and Windows 2003 AD Message-ID: Bryant, I current have RT 3.4.3 authenticating to Windows 2003 AD. You will need to install LDAPSMB1.2_RT3 Below is my RT_SiteConfig.pm [snip] @AuthOrder = ("LDAP", "Web", "Internal"); $LDAPExternalAuto = 1; $LdapServer="2003 AD Machine IP Address"; # LDAP server for authentication $LdapUser="Enter Authentication User"; #could be cn=LDAPAuth,cn=Users,dc=domain,dc=com $LdapPass="Enter password"; $LdapBase="LDAP Search domain"; # search base most likely cn=Users,cn=domain,cn=com $LdapUidAttr="SAMAccountName"; # attribute for RT user name $LdapFilter="(objectclass=*)"; # filter LDAP entries (e.g., only people) $LdapMap = { # map LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', }; [snip] Hope this helps, Kevin ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryant Taylor Sent: Wednesday, August 31, 2005 9:19 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] External Auth and Windows 2003 AD Has anyone had any luck or have they even tried this? Thanks, Bryant From apowers at digipen.edu Wed Aug 31 14:11:35 2005 From: apowers at digipen.edu (Atom Powers) Date: Wed, 31 Aug 2005 11:11:35 -0700 Subject: [rt-users] External Auth and Windows 2003 AD In-Reply-To: <3AAB61FCAC5E9D418FA7C897ABF2C815566138@exchange.MODULUSVIDEO.local> References: <3AAB61FCAC5E9D418FA7C897ABF2C815566138@exchange.MODULUSVIDEO.local> Message-ID: <4315F2D7.3040402@digipen.edu> Bryant Taylor wrote: > External Auth and Windows 2003 AD > > Has anyone had any luck or have they even tried this? > > Thanks, > > Bryant > I did this using Apache Auth_PAM and Samba Winbind on FreeBSD. -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Systems Administrator DigiPen Institute of Technology (425) 895-4443 From sturner at MIT.EDU Wed Aug 31 15:02:51 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 31 Aug 2005 15:02:51 -0400 Subject: [rt-users] Ticket custom fields: where are they? In-Reply-To: <17173.61872.575207.407932@sws5.ornl.gov> References: <17173.61872.575207.407932@sws5.ornl.gov> Message-ID: <6.2.1.2.2.20050831150019.02fd1d58@po14.mit.edu> At Wednesday 8/31/2005 02:06 PM, Dave Sill wrote: >I've set up a queue, created a couple custom fields, and added them to >the queue as "Ticket Custom Fields"--all as root. When I view or >create a ticket in the queue as the user who controls it, I don't see >the custom fields anywhere. Where should they be showing up? You probably need to set permissions on the fields. If you find the config screen for a CF you'll see group rights & user rights links on the left. You can assign AdminCustomField, SeeCustomField, and ModifyCustomField (at least in v 3.4.2). Steve From kballing at sci.utah.edu Wed Aug 31 15:05:39 2005 From: kballing at sci.utah.edu (Kyle Balling) Date: Wed, 31 Aug 2005 13:05:39 -0600 Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] Message-ID: <4315FF83.1060203@sci.utah.edu> Hello RT world, I am in a jam. This is the situation: I have configured RT to authenticate users on our NIS server. So, when email is submitted, a valid username is created by chopping the email address in two (i.e. joe at domain.com becomes user 'joe' with email joe at domain.com). This lets new users login correctly to rt with their NIS password. So it is important to create users like that. Here is the problem: Joe also has another email acount, joe at blah.org, and when he sends mail to RT from this e-mail address he gets a error message back and no ticket is created. RT recognizes joe at blah.org as a new address and tries to create a user. When it gets a username from his email, 'joe', and tries to create a new user, it cannot because a user 'joe' already exists. I need to fix this problem. How can I make RT realize that if a new email address has the same username as an existing one, then it should assume it belongs to that user? Then it can add that new address to the existing user or overwrite the existing users old email. Of course we will assume that there are no users with conflicting email adresses (i.e. user1 has email bob at domain.com and user2 has email bob at otherdomain.com). It is safe to say that all email addresses with the same username belong to the same user Which also brings up the topic of assigning multiple email addresses to one user, but it is not neccesary. I only need this to happen when a user is created on email submission and skip new user creation if the username already exists. Thanks in advance, Kyle Balling SCI Institute, Universtiy of Utah From phil.labonte at transcore.com Wed Aug 31 15:17:36 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 31 Aug 2005 15:17:36 -0400 Subject: [rt-users] Attchement Size issue Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> Hi all, I get the following error when replying to a ticket and adding a document: RT: Attachment insert failed - Got a packet bigger than 'max_allowed_packet' bytes (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:217) JUST TO CLARIFY: this does not happen when an attachment is coming in to RT (that works fine) this is when we reply to a ticket from within RT and Attach a document. So I set the following: Set($MaxInlineBody, 13456000); And also set: Set($MaxAttachmentSize , 10000000); And I have restarted httpd, and still the attachments are getting droped when we reply. The attachment we are adding is 1.5MB Is there another config file or variable I need to change? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Aug 31 15:30:25 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 31 Aug 2005 15:30:25 -0400 Subject: [rt-users] Attchement Size issue In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> Message-ID: <43160551.9050004@ucrwcu.rwc.uc.edu> Check in the [msyqld] section of your my.cnf file. Look for something like set-variable = max_allowed_packet= Labonte, Phil wrote: > Hi all, > > > > I get the following error when replying to a ticket and adding a > document: > > RT: Attachment insert failed - Got a packet bigger than > 'max_allowed_packet' bytes > (/usr/local/rt3/lib/RT/Attachment_Overlay.pm:217) > > > > JUST TO CLARIFY: this does not happen when an attachment is coming in > to RT (that works fine) this is when we reply to a ticket from within > RT and Attach a document. > > > > So I set the following: Set($MaxInlineBody, 13456000); > > And also set: Set($MaxAttachmentSize , 10000000); > > > > And I have restarted httpd, and still the attachments are getting > droped when we reply. > > > > The attachment we are adding is 1.5MB > > > > Is there another config file or variable I need to change? > > > > Thanks. > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tmaciak at ci.grand-rapids.mi.us Wed Aug 31 15:36:35 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 31 Aug 2005 15:36:35 -0400 Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] Message-ID: <"H0000c1a004fec55.1125516994.frozone.grand-rapids.mi.us*"@MHS> I ran into a similar problem like this just a few days ago because we are using LDAP lookups for user profiles on creation (and using tacacs to authenticate on the windows domain). My problem was more related to emails creating new tickets with different usernames and trying to look it up with that email instead of the network name. Anyway I ended up just doing a LDAP lookup with email address and then creating the email address in the db as our main domain name. One thing I can think of that might help you is to enter the full "user at domain" upon creation, and then when a user logs in (they can use their Network id) to append your common domain to their id before you authenticate. Just a thought. More than 1 way to skin a cat though. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Kyle Balling [mailto:kballing at sci.utah.edu] Sent: Wednesday, August 31, 2005 3:06 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] Hello RT world, I am in a jam. This is the situation: I have configured RT to authenticate users on our NIS server. So, when email is submitted, a valid username is created by chopping the email address in two (i.e. joe at domain.com becomes user 'joe' with email joe at domain.com). This lets new users login correctly to rt with their NIS password. So it is important to create users like that. Here is the problem: Joe also has another email acount, joe at blah.org, and when he sends mail to RT from this e-mail address he gets a error message back and no ticket is created. RT recognizes joe at blah.org as a new address and tries to create a user. When it gets a username from his email, 'joe', and tries to create a new user, it cannot because a user 'joe' already exists. I need to fix this problem. How can I make RT realize that if a new email address has the same username as an existing one, then it should assume it belongs to that user? Then it can add that new address to the existing user or overwrite the existing users old email. Of course we will assume that there are no users with conflicting email adresses (i.e. user1 has email bob at domain.com and user2 has email bob at otherdomain.com). It is safe to say that all email addresses with the same username belong to the same user Which also brings up the topic of assigning multiple email addresses to one user, but it is not neccesary. I only need this to happen when a user is created on email submission and skip new user creation if the username already exists. Thanks in advance, Kyle Balling SCI Institute, Universtiy of Utah _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From phil.labonte at transcore.com Wed Aug 31 15:47:09 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Wed, 31 Aug 2005 15:47:09 -0400 Subject: [rt-users] Attchement Size issue In-Reply-To: <43160551.9050004@ucrwcu.rwc.uc.edu> References: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> <43160551.9050004@ucrwcu.rwc.uc.edu> Message-ID: <4316093D.3010608@transcore.com> An HTML attachment was scrubbed... URL: From sean at compu-aid.net Wed Aug 31 15:47:32 2005 From: sean at compu-aid.net (Sean E. Millichamp) Date: Wed, 31 Aug 2005 15:47:32 -0400 Subject: [rt-users] RT 3.4.4 / Mason 1.3101 critical Apache error In-Reply-To: <1125507425.11451.18.camel@pc102.int.enertronllc.com> References: <1125507425.11451.18.camel@pc102.int.enertronllc.com> Message-ID: <1125517652.18400.6.camel@pc102.int.enertronllc.com> On Wed, 2005-08-31 at 12:57 -0400, Sean E. Millichamp wrote: > After a number of problems I thought I needed to upgrade HTML::Mason so > I did via CPAN to 1.3101 and now I am getting: > [Wed Aug 31 16:15:24 2005] [crit]: The 'comp' parameter (undef) to > HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the > allowed types: scalar object > > Stack: > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] > [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] > [/usr/local/rt3/bin/webmux.pl:123] > [-e:0] > (/usr/local/rt3/bin/webmux.pl:125) > > When I try to load the main RT page. I solved it. It turns out that either due to the mod_perl 2.01 update or the HTML::Mason update (or both) I needed to update some additional Perl modules. After I updated both CGI and Apache2::Request and restarted Apache RT started working again. Hope that helps someone.... Sean -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From les at futuresource.com Wed Aug 31 15:53:54 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 14:53:54 -0500 Subject: [rt-users] Attchement Size issue In-Reply-To: <4316093D.3010608@transcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> <43160551.9050004@ucrwcu.rwc.uc.edu> <4316093D.3010608@transcore.com> Message-ID: <1125518034.25218.104.camel@moola.futuresource.com> On Wed, 2005-08-31 at 14:47, Phil Labonte wrote: > I am using RT v 3.4.2 > > I do not have a my.cnf file > > However I have a my-large.cnf, my-medium.cnd, my-huge.cnf and a > my-small.cnf. > I changed the value in those files to 5M > > And I am still gettting the same error... Those are examples of what a my.cnf might look like. To actually use them you have to copy or rename one of them to /etc/my.cnf (or wherever your mysqld will look) and restart mysqld. Without one you get the compiled-in defaults which will depend on the distribution. -- Les Mikesell les at futuresource.com From phil.labonte at transcore.com Wed Aug 31 15:56:40 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Wed, 31 Aug 2005 15:56:40 -0400 Subject: [rt-users] Attchement Size issue In-Reply-To: <1125518034.25218.104.camel@moola.futuresource.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> <43160551.9050004@ucrwcu.rwc.uc.edu> <4316093D.3010608@transcore.com> <1125518034.25218.104.camel@moola.futuresource.com> Message-ID: <43160B78.2090202@transcore.com> An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Wed Aug 31 16:33:27 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Wed, 31 Aug 2005 16:33:27 -0400 Subject: [rt-users] /etc/my.cnf Message-ID: <43161417.9070401@transcore.com> An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Aug 31 16:46:45 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 00:46:45 +0400 Subject: [rt-users] /etc/my.cnf In-Reply-To: <43161417.9070401@transcore.com> References: <43161417.9070401@transcore.com> Message-ID: <589c944005083113465ad9765d@mail.gmail.com> http://dev.mysql.com/doc/mysql/en/option-files.html On 9/1/05, Phil Labonte wrote: > I am using RT 3.4.2 on Fedora Core 3. > > Apparently I do not have a /etc/my.cnf file. > > Now I need to change a parameter in this file...max_file_size setting > > My question is how can I create it and have mysqld look at that file for > it's config? > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Aug 31 16:48:43 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 00:48:43 +0400 Subject: [rt-users] Attchement Size issue In-Reply-To: <43160B78.2090202@transcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> <43160551.9050004@ucrwcu.rwc.uc.edu> <4316093D.3010608@transcore.com> <1125518034.25218.104.camel@moola.futuresource.com> <43160B78.2090202@transcore.com> Message-ID: <589c944005083113483a8d2680@mail.gmail.com> http://wiki.bestpractical.com/?FAQ sections attachments my.cnf is MySQL config and covered in MySQL docs http://dev.mysql.com/doc/mysql/en/index.html On 8/31/05, Phil Labonte wrote: > Can you point me to some documentation because I did not find any reference > to this at the bestpractical site... or in the install guide...??? > > > Les Mikesell wrote: > On Wed, 2005-08-31 at 14:47, Phil Labonte wrote: > > > I am using RT v 3.4.2 > > I do not have a my.cnf file > > However I have a my-large.cnf, my-medium.cnd, my-huge.cnf and a > my-small.cnf. > I changed the value in those files to 5M > > And I am still gettting the same error... > > Those are examples of what a my.cnf might look like. To actually > use them you have to copy or rename one of them to /etc/my.cnf > (or wherever your mysqld will look) and restart mysqld. Without > one you get the compiled-in defaults which will depend on the > distribution. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From phil.labonte at transcore.com Wed Aug 31 16:55:15 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Wed, 31 Aug 2005 16:55:15 -0400 Subject: [rt-users] Attchement Size issue In-Reply-To: <589c944005083113483a8d2680@mail.gmail.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501A3C1ED@torex1.tcore.com> <43160551.9050004@ucrwcu.rwc.uc.edu> <4316093D.3010608@transcore.com> <1125518034.25218.104.camel@moola.futuresource.com> <43160B78.2090202@transcore.com> <589c944005083113483a8d2680@mail.gmail.com> Message-ID: <43161933.30403@transcore.com> An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Aug 31 17:03:03 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 01:03:03 +0400 Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] In-Reply-To: <4315FF83.1060203@sci.utah.edu> References: <4315FF83.1060203@sci.utah.edu> Message-ID: <589c944005083114032c65cf5b@mail.gmail.com> On 8/31/05, Kyle Balling wrote: > Hello RT world, > > I am in a jam. This is the situation: I have configured RT to > authenticate users on our NIS server. So, when email is submitted, a > valid username is created by chopping the email address in two (i.e. > joe at domain.com becomes user 'joe' with email joe at domain.com). This lets > new users login correctly to rt with their NIS password. So it is > important to create users like that. > > Here is the problem: Joe also has another email acount, > joe at blah.org, and when he sends mail to RT from this e-mail address he > gets a error message back and no ticket is created. RT recognizes > joe at blah.org as a new address and tries to create a user. When it gets a > username from his email, 'joe', and tries to create a new user, it > cannot because a user 'joe' already exists. I need to fix this problem. If blah.org is known domain then you can do it. If it random domain for example Joe's free email address, but Bob uses another domain, then no. In the first case you can use $RT::CanonicalizeEmailAddressMatch and $RT::CanonicalizeEmailAddressReplace RT config options, see inline descriptions in RT config and search for examples on the wiki and in the lists archive. > > How can I make RT realize that if a new email address has the same > username as an existing one, then it should assume it belongs to that > user? Then it can add that new address to the existing user or overwrite > the existing users old email. Of course we will assume that there are no > users with conflicting email adresses (i.e. user1 has email > bob at domain.com and user2 has email bob at otherdomain.com). It is safe to > say that all email addresses with the same username belong to the same user > > Which also brings up the topic of assigning multiple email addresses to > one user, but it is not neccesary. I only need this to happen when a > user is created on email submission and skip new user creation if the > username already exists. > > Thanks in advance, > Kyle Balling > SCI Institute, > Universtiy of Utah > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jamin at skyriver.net Wed Aug 31 17:23:19 2005 From: jamin at skyriver.net (Jamin Cleveland) Date: Wed, 31 Aug 2005 14:23:19 -0700 Subject: [rt-users] CC Field In Ticket Not Working Message-ID: <20050831212746.B9C535C47@hq.skyriver.net> RT version 3.4.2, FreeBSD 5.4, Apache 1.3, mod_perl. Comments, Replies, it doesn't seem to matter. Requestors get email notification, but email addresses added to the actual ticket CC Field during a Comment or Reply do not get mail sent to them. No entries appear in the Sendmail log or the rt.log. Anyone have this problem? -Jamin From rdh at stealthllama.org Wed Aug 31 17:32:22 2005 From: rdh at stealthllama.org (Robert Hagen) Date: Wed, 31 Aug 2005 17:32:22 -0400 Subject: [rt-users] External Auth and Windows 2003 AD In-Reply-To: <3AAB61FCAC5E9D418FA7C897ABF2C815566138@exchange.MODULUSVIDEO.local> References: <3AAB61FCAC5E9D418FA7C897ABF2C815566138@exchange.MODULUSVIDEO.local> Message-ID: Just to make it a bit more challenging... has anybody had luck doing this with AD DC's only accepting SSL/TLS connections? Regards, -Bob- On Aug 31, 2005, at 12:19 PM, Bryant Taylor wrote: > > > Has anyone had any luck or have they even tried this? > > > Thanks, > > Bryant > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jamin at skyriver.net Wed Aug 31 18:31:41 2005 From: jamin at skyriver.net (Jamin Cleveland) Date: Wed, 31 Aug 2005 15:31:41 -0700 Subject: [rt-users] RE: CC Field In Ticket Not Working Message-ID: NM, I had to enable the Notify Other Recipients Scrip. Thx, -J -----Original Message----- From: Jamin Cleveland [mailto:jamin at skyriver.net] Sent: Wednesday, August 31, 2005 2:23 PM To: 'rt-users at lists.bestpractical.com' Subject: CC Field In Ticket Not Working RT version 3.4.2, FreeBSD 5.4, Apache 1.3, mod_perl. Comments, Replies, it doesn't seem to matter. Requestors get email notification, but email addresses added to the actual ticket CC Field during a Comment or Reply do not get mail sent to them. No entries appear in the Sendmail log or the rt.log. Anyone have this problem? -Jamin From tmorgan at synacor.com Wed Aug 31 19:38:54 2005 From: tmorgan at synacor.com (Tom Morgan) Date: Wed, 31 Aug 2005 19:38:54 -0400 Subject: [rt-users] CTI Message-ID: <43163F8E.5060406@synacor.com> Has anyone done anything with RT and CTI (Some kind of call center software) Thanks in advance. -- Tom Morgan tmorgan at synacor.com From frankie at easyrider.com Wed Aug 31 21:19:53 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 18:19:53 -0700 Subject: [rt-users] Install problem w/SearchBuilder In-Reply-To: <1125170185.480.67.camel@les-home.futuresource.com> References: <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> Message-ID: <5.2.0.9.0.20050831174523.03f90ed0@mail.aracnet.com> I have RT 3.4.4 on RHEL4 about 98% built. I can't tell if I have a SearchBuilder not installed problem or a /opt/rt3/etc/RT_SiteConfig.pm error. If I do a make install, I get a success message (shown below). I apologize for the length of this e-mail but I wanted to have as much debug output available as possible so as to keep the number of needed replies down. Thanks very much in advance! Follows are relevant outputs /opt/rt3/etc/RT_SiteConfig.pm: Line 71 = Set($DatabaseType , 'mysql'); #The name of the database user (inside the database) Set($DatabaseUser , 'rt_user'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , 'rt_pass'); (The above has never been set up...) [root at frankie rt-3.4.4]# ps -ef |grep sql root 14968 1 0 15:06 ? 00:00:00 /bin/sh /usr/bin/safe_mysqld --d efaults-file=/etc/my.cnf --pid-file=/var/run/mysqld/mysqld.pid mysql 14997 14968 0 15:06 ? 00:00:00 /usr/libexec/mysqld --defaults-f ile=/etc/my.cnf --basedir=/usr --datadir=/var/lib/mysql --user=mysql --pid-file= /var/run/mysqld/mysqld.pid --skip-locking root 29684 29232 0 17:59 pts/1 00:00:00 grep sql [root at frankie rt-3.4.4]# [root at frankie rt-3.4.4]# perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING DBIx::SearchBuilder 1.26...MISSING SOMETHING WAS MISSING! [root at frankie rt-3.4.4]# [root at frankie rt-3.4.4]# perl -MCPAN -e 'install DBIx::SearchBuilder' ... ... t/00.load.............ok 1/12 skipped: DBD::Oracle is not installed ... ... Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/01basics.t 255 65280 ?? ?? % ?? t/01records.t 255 65280 ?? ?? % ?? t/01searches.t 255 65280 ?? ?? % ?? t/02records_object.t 255 65280 ?? ?? % ?? t/03rebless.t 255 65280 ?? ?? % ?? t/11schema_records.t 255 65280 ?? ?? % ?? 1 subtest skipped. Failed 6/10 test scripts, 40.00% okay. 0/32 subtests failed, 100.00% okay. make: *** [test_dynamic] Error 255 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force [root at frankie rt-3.4.4]# No other errors.... [root at frankie rt-3.4.4]#make install ... ... Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) After that, you need to initialize RT's database by running 'make initialize-database' [root at frankie rt-3.4.4]#make initialize-database ... ... BEGIN failed--compilation aborted at /opt/rt3/lib/RT/SearchBuilder.pm line 71. Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 72. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm line 72. Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 80. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/User_Overlay.pm line 80. Compilation failed in require at (eval 43) line 3. Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 69. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 69. Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 73. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm line 73. Compilation failed in require at /opt/rt3/lib/RT.pm line 49. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49. Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 57. BEGIN failed--compilation aborted at //opt/rt3/sbin/rt-setup-database line 57. make: *** [initialize-database] Error 2 [root at frankie rt-3.4.4]# From ruslan.zakirov at gmail.com Wed Aug 31 21:25:18 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 05:25:18 +0400 Subject: [rt-users] Install problem w/SearchBuilder In-Reply-To: <5.2.0.9.0.20050831174523.03f90ed0@mail.aracnet.com> References: <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> <1125170185.480.67.camel@les-home.futuresource.com> <5.2.0.9.0.20050831174523.03f90ed0@mail.aracnet.com> Message-ID: <589c944005083118254bacc244@mail.gmail.com> You can force DBIx::SearchBuilder and install it without tests, or install DBD::SQLite and rerun with tests. On 9/1/05, Frank Saxton wrote: > I have RT 3.4.4 on RHEL4 about 98% built. I can't tell if I have a > SearchBuilder not installed problem or a /opt/rt3/etc/RT_SiteConfig.pm > error. If I do a make install, I get a success message (shown below). I > apologize for the length of this e-mail but I wanted to have as much debug > output available as possible so as to keep the number of needed replies > down. Thanks very much in advance! Follows are relevant outputs > > /opt/rt3/etc/RT_SiteConfig.pm: > Line 71 = Set($DatabaseType , 'mysql'); > > #The name of the database user (inside the database) > Set($DatabaseUser , 'rt_user'); > > # Password the DatabaseUser should use to access the database > Set($DatabasePassword , 'rt_pass'); > > (The above has never been set up...) > > [root at frankie rt-3.4.4]# ps -ef |grep sql > root 14968 1 0 15:06 ? 00:00:00 /bin/sh > /usr/bin/safe_mysqld --d > efaults-file=/etc/my.cnf --pid-file=/var/run/mysqld/mysqld.pid > mysql 14997 14968 0 15:06 ? 00:00:00 /usr/libexec/mysqld > --defaults-f > ile=/etc/my.cnf --basedir=/usr --datadir=/var/lib/mysql --user=mysql > --pid-file= > /var/run/mysqld/mysqld.pid --skip-locking > root 29684 29232 0 17:59 pts/1 00:00:00 grep sql > [root at frankie rt-3.4.4]# > > [root at frankie rt-3.4.4]# perl sbin/rt-test-dependencies --with-mysql > --with-fastcgi --verbose | grep MISSING > DBIx::SearchBuilder 1.26...MISSING > SOMETHING WAS MISSING! > [root at frankie rt-3.4.4]# > > [root at frankie rt-3.4.4]# perl -MCPAN -e 'install DBIx::SearchBuilder' > ... > ... > t/00.load.............ok > 1/12 skipped: DBD::Oracle is not installed > ... > ... > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------------- > t/01basics.t 255 65280 ?? ?? % ?? > t/01records.t 255 65280 ?? ?? % ?? > t/01searches.t 255 65280 ?? ?? % ?? > t/02records_object.t 255 65280 ?? ?? % ?? > t/03rebless.t 255 65280 ?? ?? % ?? > t/11schema_records.t 255 65280 ?? ?? % ?? > 1 subtest skipped. > Failed 6/10 test scripts, 40.00% okay. 0/32 subtests failed, 100.00% okay. > make: *** [test_dynamic] Error 255 > /usr/bin/make test -- NOT OK > Running make install > make test had returned bad status, won't install without force > [root at frankie rt-3.4.4]# > > No other errors.... > > [root at frankie rt-3.4.4]#make install > ... > ... > Congratulations. RT has been installed. > > > You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. > > (You will definitely need to set RT's database password in > /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be > very dangerous. Note that you do not have to manually add a > database user or set up a database for RT. These actions will be > taken care of in the next step.) > > After that, you need to initialize RT's database by running > 'make initialize-database' > [root at frankie rt-3.4.4]#make initialize-database > ... > ... > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/SearchBuilder.pm line 71. > Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 72. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm line 72. > Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 80. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/User_Overlay.pm line 80. > Compilation failed in require at (eval 43) line 3. > Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 69. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 69. > Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 73. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm line 73. > Compilation failed in require at /opt/rt3/lib/RT.pm line 49. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49. > Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 57. > BEGIN failed--compilation aborted at //opt/rt3/sbin/rt-setup-database line 57. > make: *** [initialize-database] Error 2 > [root at frankie rt-3.4.4]# > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From frankie at easyrider.com Wed Aug 31 21:32:17 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 18:32:17 -0700 Subject: [rt-users] Install problem w/SearchBuilder In-Reply-To: <589c944005083118254bacc244@mail.gmail.com> References: <5.2.0.9.0.20050831174523.03f90ed0@mail.aracnet.com> <5.2.0.9.0.20050826225152.00adfe98@mail.aracnet.com> <1125170185.480.67.camel@les-home.futuresource.com> <5.2.0.9.0.20050831174523.03f90ed0@mail.aracnet.com> Message-ID: <5.2.0.9.0.20050831183141.03f84878@mail.aracnet.com> Thanks. How do I install without tests? At 05:25 AM 9/1/2005 +0400, Ruslan Zakirov wrote: >You can force DBIx::SearchBuilder and install it without tests, or >install DBD::SQLite and rerun with tests. > >On 9/1/05, Frank Saxton wrote: > > I have RT 3.4.4 on RHEL4 about 98% built. I can't tell if I have a > > SearchBuilder not installed problem or a /opt/rt3/etc/RT_SiteConfig.pm > > error. If I do a make install, I get a success message (shown below). I > > apologize for the length of this e-mail but I wanted to have as much debug > > output available as possible so as to keep the number of needed replies > > down. Thanks very much in advance! Follows are relevant outputs > > > > /opt/rt3/etc/RT_SiteConfig.pm: > > Line 71 = Set($DatabaseType , 'mysql'); > > > > #The name of the database user (inside the database) > > Set($DatabaseUser , 'rt_user'); > > > > # Password the DatabaseUser should use to access the database > > Set($DatabasePassword , 'rt_pass'); > > > > (The above has never been set up...) > > > > [root at frankie rt-3.4.4]# ps -ef |grep sql > > root 14968 1 0 15:06 ? 00:00:00 /bin/sh > > /usr/bin/safe_mysqld --d > > efaults-file=/etc/my.cnf --pid-file=/var/run/mysqld/mysqld.pid > > mysql 14997 14968 0 15:06 ? 00:00:00 /usr/libexec/mysqld > > --defaults-f > > ile=/etc/my.cnf --basedir=/usr --datadir=/var/lib/mysql --user=mysql > > --pid-file= > > /var/run/mysqld/mysqld.pid --skip-locking > > root 29684 29232 0 17:59 pts/1 00:00:00 grep sql > > [root at frankie rt-3.4.4]# > > > > [root at frankie rt-3.4.4]# perl sbin/rt-test-dependencies --with-mysql > > --with-fastcgi --verbose | grep MISSING > > DBIx::SearchBuilder 1.26...MISSING > > SOMETHING WAS MISSING! > > [root at frankie rt-3.4.4]# > > > > [root at frankie rt-3.4.4]# perl -MCPAN -e 'install DBIx::SearchBuilder' > > ... > > ... > > t/00.load.............ok > > 1/12 skipped: DBD::Oracle is not installed > > ... > > ... > > Failed Test Stat Wstat Total Fail Failed List of Failed > > > ------------------------------------------------------------------------------- > > t/01basics.t 255 65280 ?? ?? % ?? > > t/01records.t 255 65280 ?? ?? % ?? > > t/01searches.t 255 65280 ?? ?? % ?? > > t/02records_object.t 255 65280 ?? ?? % ?? > > t/03rebless.t 255 65280 ?? ?? % ?? > > t/11schema_records.t 255 65280 ?? ?? % ?? > > 1 subtest skipped. > > Failed 6/10 test scripts, 40.00% okay. 0/32 subtests failed, 100.00% okay. > > make: *** [test_dynamic] Error 255 > > /usr/bin/make test -- NOT OK > > Running make install > > make test had returned bad status, won't install without force > > [root at frankie rt-3.4.4]# > > > > No other errors.... > > > > [root at frankie rt-3.4.4]#make install > > ... > > ... > > Congratulations. RT has been installed. > > > > > > You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. > > > > (You will definitely need to set RT's database password in > > /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be > > very dangerous. Note that you do not have to manually add a > > database user or set up a database for RT. These actions will be > > taken care of in the next step.) > > > > After that, you need to initialize RT's database by running > > 'make initialize-database' > > [root at frankie rt-3.4.4]#make initialize-database > > ... > > ... > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/SearchBuilder.pm > line 71. > > Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 72. > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm line 72. > > Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 80. > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/User_Overlay.pm > line 80. > > Compilation failed in require at (eval 43) line 3. > > Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 69. > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 69. > > Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 73. > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm > line 73. > > Compilation failed in require at /opt/rt3/lib/RT.pm line 49. > > BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49. > > Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 57. > > BEGIN failed--compilation aborted at //opt/rt3/sbin/rt-setup-database > line 57. > > make: *** [initialize-database] Error 2 > > [root at frankie rt-3.4.4]# > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > >-- >Best regards, Ruslan. From frankie at easyrider.com Wed Aug 31 23:02:49 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 20:02:49 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? Message-ID: <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> Am I going to run into trouble here? I have this file (RT_SiteConfig.pm) set pretty much to the defaults, per the example file, I set the mysaqladmin password because that's what the instructions said to do :( The README instructions for upgrading old databases seems to relate to upgrading an existing RT install, not importing an old database to use in a new install. /etc/upgrade on the new machine is empty... I presume I should skip the make initialize-database step, yes? README sez: (You will definitely need to set RT's database password in /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) After that, you need to initialize RT's database by running 'make initialize-database' [root at frankie rt-3.4.4]# From les at futuresource.com Wed Aug 31 23:18:59 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 22:18:59 -0500 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> References: <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> Message-ID: <1125544738.29944.26.camel@les-home.futuresource.com> On Wed, 2005-08-31 at 22:02, Frank Saxton wrote: > Am I going to run into trouble here? I have this file (RT_SiteConfig.pm) > set pretty much to the defaults, per the example file, I set the > mysaqladmin password because that's what the instructions said to do :( > > The README instructions for upgrading old databases seems to relate to > upgrading an existing RT install, not importing an old database to use in a > new install. /etc/upgrade on the new machine is empty... You should treat the database like you were upgrading from the old version (because you are...). Your rt's etc/updgrade directory should have subdirectories for at least: 3.1.0 3.1.15 3.1.17 3.3.0 3.3.11 and you need to do the steps in the README for the ones that have schema changes. > I presume I should skip the make initialize-database step, yes? Yes - do the upgrade steps instead. > README sez: > > (You will definitely need to set RT's database password in > /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be > very dangerous. Note that you do not have to manually add a > database user or set up a database for RT. These actions will be > taken care of in the next step.) I think the rt user/password/permissions will come over with the old database, but if not you can can fix it by finding the GRANT statments in the initialize-database script an running them by hand in mysql. You can do the upgrade steps as root so it won't matter until that is done and you try to run RT. -- Les Mikesell les From les at futuresource.com Wed Aug 31 23:49:20 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 22:49:20 -0500 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <5.2.0.9.0.20050831203546.0400f118@mail.aracnet.com> References: <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831203546.0400f118@mail.aracnet.com> Message-ID: <1125546559.29944.35.camel@les-home.futuresource.com> On Wed, 2005-08-31 at 22:38, Cosmopolis Jones wrote: > Oh... it's actually ./etc/upgrades... :) > > I get the same errors as another forum query I posted tonight: > > Someone suggested installing SearchBuilder without doing the tests but > didn't say how... perl -MCPAN -eshell force install DBIx::SearchBuilder or you can: look DBIx::SearchBuilder and be dropped into a shell with the unpacked tarball where you might: perl Makefile.PL make make install (skipping the 'make test') or do any tweaking needed to make the install work. When you 'exit' from this shell you'll be back at the CPAN prompt. -- Les Mikesell les at futuresource.com From frankie at easyrider.com Wed Aug 31 23:51:33 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 20:51:33 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? Message-ID: <5.2.0.9.0.20050831204939.03f84878@mail.aracnet.com> Oh... it's actually ./etc/upgrades... :) I get the same errors as another forum query I posted tonight having to do with DBIx::SearchBuilder 1.26...MISSING. Looks like it's failing the Oracle test, of all things...: Someone suggested installing SearchBuilder without doing the tests but didn't say how... BEGIN failed--compilation aborted at /opt/rt3/lib/RT/SearchBuilder.pm line 71. Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 72. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm line 72. Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 80. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/User_Overlay.pm line 80. Compilation failed in require at (eval 43) line 3. Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 69. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 69. Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 73. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm line 73. Compilation failed in require at /opt/rt3/lib/RT.pm line 49. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49. Compilation failed in require at /opt/rt3/sbin/rt-setup-database line 57. BEGIN failed--compilation aborted at /opt/rt3/sbin/rt-setup-database line 57. [root at frankie rt-3.4.4]# At 10:18 PM 8/31/2005 -0500, Les Mikesell wrote: >On Wed, 2005-08-31 at 22:02, Frank Saxton wrote: > > Am I going to run into trouble here? I have this file (RT_SiteConfig.pm) > > set pretty much to the defaults, per the example file, I set the > > mysaqladmin password because that's what the instructions said to do :( > > > > The README instructions for upgrading old databases seems to relate to > > upgrading an existing RT install, not importing an old database to use > in a > > new install. /etc/upgrade on the new machine is empty... > >You should treat the database like you were upgrading from the >old version (because you are...). Your rt's etc/updgrade >directory should have subdirectories for at least: >3.1.0 3.1.15 3.1.17 3.3.0 3.3.11 >and you need to do the steps in the README for the ones >that have schema changes. > > > I presume I should skip the make initialize-database step, yes? > >Yes - do the upgrade steps instead. > > > > README sez: > > > > (You will definitely need to set RT's database password in > > /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be > > very dangerous. Note that you do not have to manually add a > > database user or set up a database for RT. These actions will be > > taken care of in the next step.) > >I think the rt user/password/permissions will come over with >the old database, but if not you can can fix it by >finding the GRANT statments in the initialize-database >script an running them by hand in mysql. You can do the >upgrade steps as root so it won't matter until that is >done and you try to run RT. > >-- > Les Mikesell > les From les at futuresource.com Wed Aug 31 23:57:49 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 22:57:49 -0500 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <5.2.0.9.0.20050831204939.03f84878@mail.aracnet.com> References: <5.2.0.9.0.20050831204939.03f84878@mail.aracnet.com> Message-ID: <1125547069.29944.38.camel@les-home.futuresource.com> On Wed, 2005-08-31 at 22:51, Frank Saxton wrote: > I get the same errors as another forum query I posted tonight having to do > with DBIx::SearchBuilder 1.26...MISSING. Looks like it's failing the > Oracle test, of all things...: It's probably really failing because you followed the instructions to add a root password to mysql and now it can't connect to any database for the tests. -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Sun Aug 28 15:57:44 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 28 Aug 2005 15:57:44 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.4 now available...with support for mod_perl2 Message-ID: <43121738.4050106@bestpractical.com> It gives me great pleasure to announce the latest stable release of RT, version 3.4.4. This release features a couple of bugfixes for errors in RT 3.4.3, a few internationalization updates, support for Mason 1.31 and newer as well as support for mod_perl2 on Apache 2. This new version of RT does slightly obsolete a caveat in our new book, /RT Essentials/ from O'Reilly Media. In the book, we caution you against running RT on mod_perl2. You may now safely ignore this warning. But to do so, first you have to pick up a copy of the book. Find out more about /RT Essentials/ at http://rtbook.bestpractical.com You can download this new release from: http://download.bestpractical.com/pub/rt/release/rt-3.4.4.tar.gz MD5SUM: 769d77eea39006be643cbd2db4820ba3 rt-3.4.4.tar.gz Best, Jesse Vincent -------------- next part -------------- A non-text attachment was scrubbed... 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